Operations Account Manager

Location

Chicago, IL

We’re looking for a hands‑on Account Manager to own and manage a portfolio of key clients within our freight forwarding division. This role end-to-end operations
, requiring deep experience across import/export, air and ocean freight
.

You’ll act as the main point of contact for your accounts while also overseeing (and at times executing) the operational flow of shipments from origin to destination.

• Serve as the primary point of contact for assigned key accounts
• Build strong client relationships and ensure high levels of customer satisfaction
• Conduct regular business reviews and proactively identify growth opportunities
• Handle escalations, service issues, and client expectations

• Manage end-to-end shipment processes including:
• Import & export shipments
• Air freight and ocean freight (FCL/LCL)
• Coordinate bookings, documentation, and shipment tracking
• Work closely with overseas agents, carriers, and internal teams
• Ensure timely and accurate execution of all shipments

• Oversee preparation and accuracy of shipping documents (HAWB/HBL, commercial invoices, packing lists, etc.)
• Ensure compliance with customs regulations and international trade requirements
• Coordinate with customs brokers where required

• Troubleshoot delays, exceptions, and operational challenges
• Provide proactive updates and solutions to clients
• Manage urgent shipments and time-sensitive freight
• Support pricing/quotations for key accounts
• Identify upsell opportunities across services (air, ocean, warehousing, etc.)
• Work with sales to retain and grow accounts

• 3–7+ years of experience in freight forwarding / international logistics
• Strong operational experience in:
• Import & export
• Air freight
• Experience managing customer relationships or key accounts
• Solid understanding of customs processes and documentation
• Ability to manage shipments end-to-end independently

• Strong communication and client-facing skills
• Highly organized with attention to detail
• Ability to multitask and manage high-volume shipments
• Problem-solving mindset with a sense of urgency
• Proficiency in freight forwarding systems (Cargo Wise, etc.)

• Experience working with large/strategic accounts
• Customs brokerage knowledge
• Experience in industries like retail, automotive, or pharma