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Full-time
Posted 17d ago
Apply by Nov 24
~40 hrs/week
Remote in United States
Responsibilities
The Account Manager is responsible for owning a portfolio of accounts, serving as the primary point of contact for operational and commercial needs. They will manage pricing, ensure SOP compliance, and proactively advocate for customers while collaborating across internal departments to resolve issues.
Requirements
Candidates must have at least 2 years of account management or customer experience within international logistics or freight forwarding. Proficiency in Microsoft Office, specifically Excel, and a working knowledge of ocean and air import/export processes are required.
Full job description
About Ardent
Ardent Global Logistics is an international freight forwarding and customs brokerage company headquartered in Virginia Beach, Virginia. We move ocean and air freight, clear customs, and handle the trade compliance work behind both for small and mid-sized importers and exporters; the companies the largest forwarders tend to overlook. Our mission is to enable our customers' business by doing common things in an uncommon way, benefiting everyone we serve. That sentence is not wall art. We open every Monday morning meeting by reading it out loud, naming one of our culture values, and sharing wins from the week before. The last section of this description explains how we actually work; it matters as much as the bullets above it.
Position Summary
The Account Manager owns a portfolio of Ardent accounts operationally and commercially. You are the person the customer calls, and the person Pricing, Operations, and Customs look to for the answer on what that customer expects. You keep rates current, quotes moving, SOPs accurate, and service consistent; and when something goes sideways, you are the one who gets in front of it before the customer has to ask. This is not a pure sales role and it is not a service desk. You will exercise independent judgment on live accounts and you will execute detailed, process-driven work with your own hands. The people who do well here are comfortable doing both in the same day.
What You Will Own
Account ownership and relationships
Serve as the primary point of contact for an assigned portfolio of accounts, owning day-to-day communication and the quality of every response
Build relationships at multiple levels and across functions inside each account, not only the person who books the freight; map those contacts and keep the map current
Act as the customer's internal advocate at Ardent, making sure the right people and resources are pointed at their shipments
Run proactive outreach: scheduled check-ins, satisfaction monitoring, and a call placed before the customer has a reason to make one
Support onboarding and implementation for new accounts, from account setup and compliance through the first shipment
Pricing, quoting, and account growth
Assist with pricing on key accounts; keep rates current and accurate, and make sure they are communicated to Operations and to the customer
Support the quote-to-booking process end to end, following up on outstanding quotations to gain feedback and close the loop on every quote, won or lost
Bring pricing options and recommendations to account leadership with the analysis behind them
Identify opportunities to expand existing accounts into additional services and modes: ocean, air, customs brokerage, drayage, First Sale valuation, and duty recovery
Identify at-risk accounts early and escalate them with a plan attached, not just a warning
Operational execution and SOP integrity
Spot-check shipments for SOP compliance; flag recurring customer issues and gaps in the SOPs themselves
Work with the Customer Experience team to write, maintain, and update customer SOPs and internal documentation so that what we promised is what we do
Collaborate across Pricing, Operations, Imports, Exports, and Customs to resolve issues and protect service quality
Maintain and update the preferred agent database so origin partner selection is a decision rather than a guess
Keep account activity, contacts, and opportunities documented accurately and consistently in GoFreight and HubSpot
Performance, reporting, and business reviews
Establish and monitor service standards and KPIs with assigned accounts
Prepare and support quarterly business reviews and other customer-facing materials
Monitor service quality, identify trends, and bring them to management review with root cause attached, not just symptoms
Maintain customer success stories for commercial use
Contribute to continuous improvement and automation initiatives alongside Operations
The First 90 Days
Days 1 to 30: Learn the accounts, the SOPs, and GoFreight. Join the daily operations huddle and the Monday morning meeting. Meet every internal stakeholder who touches your portfolio.
Days 31 to 60: Own day-to-day communication for your accounts. Audit the SOPs for your top accounts and correct what is out of date. Take over quote follow-up.
Days 61 to 90: Run your first customer business review. Present a service-trend read on your portfolio with at least two process fixes you intend to drive.
How Success Is Measured
Retention and overall health of the assigned portfolio
Revenue and margin growth inside existing accounts
Quote follow-up discipline and conversion rate
SOP accuracy and compliance on audited shipments
Speed and quality of response when an exception hits
Customer feedback captured in business reviews and check-ins
Who You Are
Proactive and decisive. You make the call and you own it.
Reliable in the way we mean it internally: you do what you say and you say what you do.
Analytical and direct. You communicate plainly, with the data in hand.
Comfortable working independently for long stretches, and able to shift into relationship mode when an account needs a person rather than an email.
Detail-oriented inside a structured, repeatable process. You would rather follow a good SOP than reinvent one every week.
Composed when priorities shift. Tariffs move, sailings get blanked, rates spike overnight. We ride the roller coaster; we do not build the tracks.
Quick to raise your hand when something breaks, including when you are the one who broke it.
Qualifications
Required
2+ years of account management or customer experience within international logistics, or equivalent freight forwarding operations experience
Working knowledge of ocean and air import and export processes and documentation
Strong written and verbal communication skills, with an analytical and direct style
Proficiency in Microsoft Office, Excel in particular
Ability to work effectively on a fully remote team spanning multiple time zones
Preferred
Customs brokerage exposure; familiarity with entry filing, HTS classification, and trade compliance fundamentals
TMS experience; GoFreight strongly preferred
CRM experience; HubSpot preferred
Familiarity with First Sale valuation, Section 301, or duty recovery work
Experience preparing and presenting quarterly business reviews
Knowledge of transportation and logistics market trends
Work Environment
Ardent is a distributed team. This is a fast-paced role with frequent interaction across internal departments and customers, in a market that changes without warning. The ability to stay composed through shifting priorities and competing demands is central to success in this position.
How We Work
Our culture is a weekly practice, not a poster. Every Monday morning the whole company gets on one call. Someone reads the mission statement and says what it means to them. Someone names a culture value and does the same. Then we share wins, business and personal. Every day, operations huddles to surface whatever is urgent. These are the values you will hear named on those calls:
Customer focused. We do not prove our value when every shipment goes perfectly; a customer could book that themselves. We prove it when something goes wrong and we answer with speed, transparency, and a plan.
One team. If you see something, say something, even when it is not your department. We are remote, and communication is the thing holding the parts together.
Ownership. Mistakes happen. Investigate, find the root cause, say so early and often, and make sure it does not happen twice.
Reliable. Do what you say and say what you do. Someone else's livelihood is inside every shipment we touch.
Win and celebrate wins. We stop and say so out loud, every week.
One percent better every day. Control what you can control, and improve it.
What we handle is a small link in a long chain, and it is not a small thing. Very little reaches a shelf without it. We take that seriously, and we would like you to as well.
Related keywords
Account ManagementFreight ForwardingCustoms BrokerageTrade ComplianceLogisticsOcean FreightAir FreightDrayageFirst Sale ValuationDuty RecoveryGoFreightHubSpotSOPKPIQuarterly Business ReviewsSupply Chain
AGL is an industry leading digital freight forwarder focused on making logistics a more seamless and hassle free process
Industry
Transportation, Logistics, Supply Chain and Storage
Company size
11-50 employees
Founded
2020
Headquarters
Virginia Beach, VA
LinkedIn followers
2,828
Ardent is an industry leading digital freight forwarder focused firstly on service level and making logistics more seamless and hassle free for our customers. We bring the right people, process, and technology to your logistics problems to provide a quick, easy solution to your logistics needs. We partner with the most advanced technology providers to introduce new efficiencies into your supply-chain.
Offices: Virginia Beach, VA 23454, US
Air TransportationMarine TransportationFreight ServiceLogisticsTransportation
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