Shipper Experience Manager - Brokerage

The Shipper Experience Manager is responsible to the drive operational execution of existing brokerage customers. This position reports to Customer ops manager or a Director of Business Development.

Essential Duties & Responsibilities:

• Effectively Manage Customer Operations and Communications.
• Skilled Management of Rates & Services with clients for FTL, LTL, and Intermodal services.
• Supporting dedicated sales resources that are pushing business to the operations team.
• Develop, implement, and manage an SOP for each account managed by operations group and maintain customer service concepts and rates implemented by the overriding salesperson.
• Proper positioning of brokerage services within NFI network.
• Response to sales inquiries and providing pricing on transactional based business as well as pricing proposals where applicable.
• Ensuring proper follow up and management of all loads.
• Breaking through internal obstacles that limit growth/service consistent with NFI deliverables.
• A detail orientated mindset associated with managing 1 or multiple NFI customer accounts.
• Using available internal and industry tools to identify potential improvements and best practices for customers operations
• Clear communication of service expectations.
• Foster speed, efficiency and effectiveness in brokerage operations through collaboration with all NFI Departments and willingness to do “Whatever it takes” to ensure customers’ needs are met.

Requirements:

• BA or BS Degree preferred
• 3-5 years Brokerage experience preferred working with domestic truckload, LTL, and intermodal shipments.
• Familiarity with DOT trucking regulations (Hours of Service, Claims etc)
• Proficient in using MS Office Applications (Word, Excel, PowerPoint)
• Ability to work in fast paced environment that involves learning and using multiple applications and handling a high volume of phone calls
• Excellent oral and written communication skills
• Rudimentary knowledge of TMS programs used for brokerage services
• Familiarity with External and Internal NFI pricing tools
• Individual commitment towards sharpening existing or acquiring new skills as required by demands of the business or customers.

Other:

• Ability to work a flexible schedule based on shipment volume.