Account Manager - Centralized Team

Job Title: Account Manager- Centralized Team

Position Overview

The Centralized Account Manager (CAM) is responsible for serving as the single point of contact for a defined portfolio of customers within the intermodal transportation network. This role ensures a seamless customer experience by coordinating across operations, pricing, sales, billing, and support teams. CAMs are accountable for driving revenue growth, strengthening customer relationships, and delivering timely, accurate communication related to service, shipments, and opportunities.

The CAM team handles customers who have been vetted and assigned to the centralized support team, ensuring consistency, responsiveness, and high-quality service.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, delivering consistent and professional communication.
• Build and maintain strong relationships across the customer’s organization, ensuring retention and long-term satisfaction.
• Proactively communicate any operational constraints, shipment updates, or service impacts, identifying solutions to minimize disruption.
• Coordinate delivery order acceptance and review all incoming business to ensure accuracy and service readiness.
• Collaborate with the sales, pricing, & operations teams to identify expansion opportunities within assigned accounts.
• Act as the liaison for customer RFPs, bids, and new pricing requests; collect requirements, ensure accuracy, and coordinate internal responses
• Monitor customer volume trends and escalate any risks or opportunities for growth.
• Work collaboratively with intermodal operations, dispatch, customer service, and field teams to resolve customer challenges quickly.
• Assist customers with scheduling, exceptions, and shipment-related inquiries, ensuring timely resolution.
• Partner with internal teams to ensure service commitments are met and operational expectations are clearly communicated.
• Provide customers with invoices, documentation, and billing support as needed.
• Coordinate resolution of invoice discrepancies or billing-related questions by working with internal billing or AR teams.
• Maintain accurate customer records, contacts, and account data within CRM and internal systems.
• Serve as the voice of the customer by communicating trends, recurring issues, and process gaps to leadership.
• Contribute to internal improvement initiatives that streamline customer support, enhance communication, or increase operational efficiency.
• Promote alignment and collaboration across cross-functional teams to deliver consistent customer experiences.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or equivalent professional experience.
• 2–4 years of experience in intermodal, transportation, logistics, or customer account management.
• Strong communication skills with the ability to coordinate across multiple internal departments.
• Demonstrated ability to manage multiple tasks and deadlines in a fast-paced environment.
• Proficiency in CRM platforms, transportation management systems (TMS), and Microsoft Office Suite.
• Prior experience supporting centralized customer accounts or multi-disciplinary teams.
• Understanding of intermodal operations, ramp processes, drayage, and equipment management.
• Familiarity with bid management or RFP coordination.

Skills

• Customer focus and relationship management
• Cross-functional teamwork and collaboration
• Commercial acumen and revenue awareness
• Problem-solving and solution orientation
• Strong organizational and multitasking abilities
• Clear and proactive communication

Forward Air is an Equal Opportunity Employer

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Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication