Carrier Account Specialist
About this role
This search is being conducted by Flex HR on behalf of our client. Qualified candidates should submit a resume within.
Flex HR uses AI for document preparation and meeting transcription only — never to screen or evaluate candidates. All hiring decisions are made by a human recruiter. Roles may be posted on platforms like Indeed or LinkedIn, which are independent companies that may use AI in their own technology.
Carrier Account Specialist
Full-Time | Logistics / Transportation
ROLE OVERVIEW
The Account Specialist serves as the operational backbone for assigned customer accounts, owning shipment execution from creation through delivery. This role requires sharp attention to detail, fast response times, and the ability to proactively manage freight on track within a fast-paced logistics environment.
KEY RESPONSIBILITIES
- Act as the liaison between customers and internal teams, ensuring clear and accurate communication of all shipment requirements
- Own execution of assigned shipment workflows from creation through delivery, ensuring accuracy and completeness in the TMS
- Build, update, and manage shipments in internal and customer TMS systems, including appointments, status updates, and accessorial documentation
- Coordinate with Carrier Management to ensure on-time pickup and delivery and adherence to customer SLAs
- Monitor shipment status and carrier check calls, proactively identifying risks and taking corrective action
- Resolve day-to-day operational issues with urgency, communicating timely updates to all relevant stakeholders
- Handle customer-facing communication (calls, emails, facilities) with professionalism, clarity, and speed
- Schedule and coordinate appointments with facilities, ensuring all details are confirmed and accurate
- Send Proof of Delivery (POD) to appropriate customer contacts in a timely manner
- Maintain accurate accessorial charges and supporting documentation
- Create and maintain customer Standard Operating Procedures (SOPs)
- Identify and communicate process improvement opportunities based on operational performance and customer feedback
- Support account performance tracking by maintaining accurate data and assisting with reporting
- Begin developing foundational quoting skills by assisting with spot quotes and supporting AMs on pricing workflows
KEY SKILLS & COMPETENCIES
- TMS knowledge and data accuracy discipline
- Scheduling, coordination, and accessorial charges management
- Strong written and verbal communication with customers and internal teams
- Problem-solving with urgency and attention to detail
- SLA compliance and operational support
- Process improvement mindset and relationship management
PERFORMANCE INDICATORS
|
KPI |
Description |
|
Customer Response Time |
Average time to respond to customer emails |
|
On-Time Delivery |
Percentage of shipments arriving on time |
|
Data Completeness % |
Accuracy and completeness of TMS records |
|
QBR Performance |
Customer quarterly review score |
|
Internal Collaboration |
Quarterly 360 peer review rating |
WHAT SUCCESS LOOKS LIKE
- Executes assigned shipments quickly and accurately with minimal oversight
- Maintains strong response times and keeps stakeholders consistently informed
- Keeps shipments organized, updated, and clearly documented in the TMS
- Anticipates issues early and escalates risks before they impact service
- Demonstrates urgency and strong prioritization during high-volume periods
- Supports the team with clean data, clear communication, and reliable follow-through
- Shows steady growth in quoting knowledge, market awareness, and operational judgment
NEW HIRE EXPECTATIONS — 30 / 60 / 90 DAY RAMP
|
30 Days |
60 Days |
90 Days |
|
Learn processes & systems: Revenova TMS, shipment workflows, and communication standards |
Handle daily execution: Independently manage assigned shipments with clear, timely communication |
Full ownership: Own execution for assigned accounts with minimal oversight and high reliability |
|
Internal relationships: Build relationships with AMs, CAMs, CAS team, and understand workflows |
Proactive execution: Monitor shipments, identify risks early, and take corrective action |
Account support: Act as a trusted partner to AMs, proactively supporting account needs |
|
Shipment basics: Accurately build loads, schedule appointments, update statuses, send PODs |
Communication: Confidently communicate with customers, facilities, and internal teams |
Escalation management: Handle issues with urgency, structure, and clear communication |
|
TMS hygiene: Maintain clean, complete, and accurate data in all systems |
Data accuracy: Maintain strong TMS discipline — timestamps, notes, accessorials |
KPI consistency: Meet expectations on response time, data completeness, and execution quality |
|
Responsiveness: Meet baseline expectations for communication and task completion |
Prioritization: Effectively manage workload and time-sensitive shipments |
Process improvement: Identify and suggest workflow or SOP improvements |
Company at a glance
Flex HR is your one-stop human resource services firm, supporting any and ALL HR functions. We customize plans for each client, letting them choose as many or as few services as they need as their business evolves. HR outsourcing firm that gives you back valuable time and peace of mi
Our comprehensive offering includes a dedicated HR Manager, high-level strategic consulting, HR back office administration and essential business services such as payroll, recruiting, and affirmative action planning to keep you in compliance.
We provide HR guidance to maximize organizational effectiveness and ensure compliance with all legal and regulatory requirements utilizing our flexible approach. Flex HR is your HR support system delivering executive level expertise right when you need it.
We give clients a more effective way to handle HR, which is why we are consistently among Inc. Magazine’s fastest growing private companies, named one of the "Top 25 Most Promising HR Outsourcing Service Providers" in Outsourcing Gazette Magazine, and given the BOLD Award for our leadership, development, and overall impact among businesses.
Our goal is to make quality HR outsourcing and consulting accessible and affordable to small and mid-size companies and to increase profits by providing timely mission-essential task management, flexible professional talent and full-time dedication at a fraction of the cost.
This value is provided through the combined experience and collaborative effort of a seasoned and accomplished team of Human Resources professionals. Each Flex HR Partner has at least twenty years of senior HR leadership experience and backed by our Virtual Back Office support team.
Flexibility is what makes us unique in a market dominated by limited options. With our Virtual Back Office even the smallest business can offer the technology and full service support to managers and employees typically only affordable to large enterprises.
www.FlexHR.com
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