Now Hiring - Forward Air - Senior Brokerage Account Manager in Des Plaines, IL

Full description of the position

Position: Senior Brokerage Account Manager

Compensation

: $90,000 - 100,000 Annually TheSenior Brokerage Account Manager is responsible for managing and growing the organization's most strategic customer accounts within a dynamic transportation brokerage environment. They serve as a commercial leader, driving account strategy, customer retention, and long-term revenue growth across a complex portfolio. They are the primary point of contact for key customers, ensuring exceptional service, operational excellence, and executive-level relationship development. They partner cross-functionally with sales, carrier procurement, operations, and leadership teams to deliver tailored transportation solutions across multiple modes, including truckload, LTL, flatbed, and partial. They provide strategic guidance through data-driven insights, market expertise, and continuous improvement initiatives. They mentor junior team members and support high-impact initiatives such as RFPs and large-scale implementations.

Responsibilities

• Manage day-to-day operations and relationships for a portfolio of high-value, strategic brokerage accounts.
• Serve as the primary point of contact for customers, including executive stakeholders, ensuring consistent, high-quality communication and service delivery.
• Develop and execute account strategies to increase revenue, improve profitability, and expand share of wallet while supporting customer retention.
• Coordinate and oversee shipment execution across multiple transportation modes, including truckload, LTL, flatbed, and partial.
• Partner with carrier procurement, pricing, and operations teams to source capacity, optimize service, and ensure competitive positioning.
• Lead customer business reviews, strategic planning sessions, and executive-level engagements.
• Identify growth opportunities through data analysis, pricing strategies, and collaboration with sales and cross-functional partners.
• Monitor shipment activity and account performance, proactively resolving service issues, escalations, and disruptions.
• Conduct root cause analysis and implement corrective actions to improve service, profitability, and customer satisfaction.
• Provide accurate and strategic quoting, pricing recommendations, and rate negotiations for complex customer needs.
• Maintain accurate and up-to-date records within the Transportation Management System (TMS), including McLeod.
• Track and analyze key performance metrics such as on-time delivery, margin, service levels, and overall account health.
• Mentor and support Brokerage Account Managers by sharing best practices and contributing to team development.
• Lead or support complex implementations, large-scale RFPs, and cross-functional customer initiatives.
• Stay informed on market trends, capacity conditions, and pricing dynamics, using insights to advise customers and influence strategy.
• Ensure compliance with all company policies, procedures, and regulatory requirements.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High school diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.
• Experience: 5+ years of experience in transportation, logistics, freight brokerage, or account management, with demonstrated success managing complex or high-value accounts.
• Strong understanding of freight brokerage operations, including truckload transportation, pricing, carrier sourcing, and market dynamics.
• Proven ability to develop account strategies, influence cross-functional teams, and lead strategic customer initiatives.
• Experience with Transportation Management Systems (TMS), preferably McLeod, and familiarity with platforms such as Salesforce or digital freight tools is preferred.
• Excellent communication, negotiation, and relationship-building skills, including experience engaging with executive-level stakeholders.
• Advanced analytical and problem-solving skills with the ability to leverage data to drive decisions and performance improvements.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events. LI-Onsite #LI-KB1