Operational Account Manager, Road US

DSV - Global transport and logistics

In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: USA - Itasca, N Arlington Heights Rd

Division: Road

Job Posting Title: Operational Account Manager, Road US

Time Type: Full Time

Summary

DSV is looking for an Operational Account Manager to own the day-to-day execution, customer relationships, and overall account performance within our domestic freight brokerage operation. This role combines hands-on transportation operations with customer account management, giving you direct ownership of shipments from initial request and pricing through pickup, transit, and final delivery.

You'll work closely with customers, Carrier Sales, carriers, and internal teams to develop transportation solutions that balance service, capacity, pricing, and customer-specific requirements. Along the way, you'll maintain shipment visibility, communicate proactively with customers, resolve exceptions, provide pricing direction, and ensure freight moves efficiently and according to plan.

Beyond managing individual shipments, you'll develop and manage your assigned accounts by analyzing transportation spend, service performance, and shipment trends, leading customer business reviews, and identifying opportunities to improve performance and expand existing relationships. Whether that means adding lanes, increasing shipment volume, introducing additional services, or developing solutions to a customer challenge, you'll play an active role in growing the business you support.

If you bring domestic freight brokerage or transportation experience, strong customer relationship management skills, and the ability to stay ahead of changing operational demands, this is an opportunity to take real ownership of your accounts while building your career with the world's largest freight forwarding and logistics company.

Duties & Responsibilities

• Serve as the primary point of contact for assigned customers, developing strong, long-term relationships through proactive communication, consistent service, and effective account management.
• Manage day-to-day freight brokerage operations for assigned accounts, overseeing shipment execution from initial customer request and pricing through pickup, transit, and final delivery.
• Evaluate customer transportation requests and develop appropriate solutions based on service requirements, carrier capacity, pricing, transit times, and other customer-specific needs.
• Partner closely with Carrier Sales to identify qualified carrier capacity and transportation solutions that meet customer, operational, and shipment requirements.
• Provide pricing guidance and direction to Carrier Sales based on customer requirements, market conditions, available capacity, service expectations, and account strategy.
• Negotiate transportation rates and service requirements with carriers and transportation providers, as appropriate.
• Ensure customer-specific handling, communication, tracking, and service requirements are understood and communicated to appropriate internal teams and transportation providers.
• Monitor active shipments, maintain visibility throughout the shipment lifecycle, and proactively communicate shipment status, milestones, delays, and exceptions to customers and internal stakeholders.
• Identify, troubleshoot, and resolve shipment exceptions, service failures, delays, and other operational concerns, coordinating timely resolution and escalating significant issues in accordance with established procedures.
• Maintain accurate and timely shipment, customer, carrier, pricing, and operational information within the Transportation Management System (TMS) and other required systems.
• Analyze customer transportation spend, shipment activity, service performance, pricing, and account trends to identify risks, opportunities for improvement, and areas for increased profitability.
• Prepare and present customer reporting, including transportation spend, service performance, operational metrics, and other account-related information.
• Conduct regular customer meetings, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), to evaluate account performance, address concerns, and identify improvement opportunities.
• Identify and develop opportunities to expand existing customer relationships through additional lanes, increased shipment volume, expanded services, and other transportation solutions.
• Research and develop growth opportunities within assigned branch house accounts and support new customer opportunities as assigned.
• Partner with customers and internal stakeholders to develop solutions that improve service, operational efficiency, profitability, and overall account performance.
• Maintain knowledge of transportation market conditions, carrier capacity, pricing trends, customer requirements, and available service solutions to support operational and account management decisions.
• Build and maintain effective working relationships across departments, business units, customers, carriers, vendors, and other external business partners.
• Maintain confidentiality and appropriately handle sensitive customer, shipment, pricing, and business information.
• Perform other duties, responsibilities, and project work as assigned by management.

Qualifications & Experience

• High school diploma or equivalent required; Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation, or a related field preferred.
• Minimum of 3 years of experience in logistics, transportation, freight brokerage, account management, or a related field required; 5 or more years preferred.
• Experience working within freight brokerage or transportation operations strongly preferred.
• Experience managing customer relationships within a transportation, logistics, or supply chain environment preferred.
• Experience coordinating domestic freight transportation across multiple customers, lanes, or service requirements preferred.
• Experience with transportation pricing, carrier negotiations, capacity management, and freight brokerage operations preferred.
• Experience working with Transportation Management Systems (TMS) required.

Skills & Competencies

• Strong understanding of domestic freight brokerage, transportation operations, and customer account management.
• Excellent verbal, written, and interpersonal communication skills with the ability to build and maintain effective customer and business relationships.
• Strong negotiation, problem-solving, and decision-making skills with the ability to resolve operational challenges and service issues.
• Strong analytical and mathematical skills with the ability to evaluate transportation pricing, margins, service performance, and account trends.
• Excellent organizational and time management skills with the ability to manage multiple priorities, customers, and deadlines.
• Strong attention to detail with a commitment to accuracy, service quality, and customer satisfaction.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, Teams, and PowerPoint, and the ability to effectively utilize Transportation Management Systems (TMS).
• Ability to work independently and collaboratively with customers, carriers, and internal business partners.
• Ability to adapt to changing business needs, exercise sound judgment, and remain responsive in a fast-paced, deadline-driven environment.

Physical Demands & Work Environment

This position is primarily performed in a professional office environment and requires regular, in-person attendance at the assigned DSV location. The employee is regularly required to sit for extended periods, use computers and standard office equipment, and communicate with customers, carriers, and internal business partners through various communication channels.

The position also requires standing, walking, occasional bending and reaching, and lifting or moving items weighing up to 20 pounds.

The work environment is fast-paced and may involve multiple competing priorities, frequent interruptions, time-sensitive shipment requests, operational exceptions, and changing customer needs. The role requires extensive use of Transportation Management Systems (TMS), email, phones, and other business applications. Flexibility in work schedules may be required to support customer and operational demands. Noise levels are generally consistent with a professional office environment.

The physical demands and work environment characteristics described are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

For this position, the expected base pay range is $65,000.00 - $75,000.00 . Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at [email protected]. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV - Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

Visit dsv.com and follow us on LinkedIn, Instagram and Facebook

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