Account Manager - 3PL

Forward Air Corporation; New York (NY); On-site; USD 72,000 - 88,000; Full time

Job summary

Forward Air Corporation is seeking an Account Manager - Third-Party Logistics (3PL) to manage, retain, and grow strategic customer relationships in a fast-paced logistics environment. You will be the primary contact for assigned accounts, aligning transportation solutions with customer objectives and leading quarterly business reviews.

The role requires data-driven decision making, collaboration with internal teams, and travel for key meetings.

Qualifications

• Undergraduate degree in Business, Supply Chain, Logistics, or related field.
• 3+ years' experience in logistics, transportation, 3PL, or a related customer-facing role.
• Strong relationship management, analytical, communication, negotiation, and problem-solving abilities.

Responsibilities

• Manage a portfolio of strategic customer accounts.
• Serve as the primary point of contact for assigned accounts, building and maintaining relationships with customer stakeholders across operational, commercial, and leadership levels.
• Understand customer supply chain strategies and align solutions to support those initiatives.
• Position the Company as a preferred transportation provider within partner logistics networks.
• Monitor and analyze account performance, revenue trends, customer satisfaction, and retention risks to identify opportunities and actions.
• Identify growth opportunities, share-of-wallet expansion, and additional transportation solutions within existing accounts.
• Establish and maintain customer-specific performance metrics and reporting to identify root causes and drive improvement.
• Create, prepare, and lead QBRs and executive reviews, presenting performance and growth opportunities.
• Act as a customer advocate, aligning resources to support commitments and business objectives.
• Drive retention, expansion, and profitability by developing strategic account plans and supporting renewals.
• Maintain account plans, activity, opportunities, and pipeline in Salesforce and other systems.
• Partner with Operations, Customer Service, Pricing, and Sales to improve performance and retention.
• Monitor market trends and customer needs to identify growth opportunities.
• Support onboarding, implementation activities, and service launches.
• Manage escalations and service challenges through cross-functional collaboration.
• Maintain CRM documentation and customer records.
• All other duties as assigned.

Skills

Relationship management

Analytical skills

Communication skills

Negotiation skills

Problem-solving skills

Education

Bachelor's degree in Business, Supply Chain, Logistics

Tools

Salesforce

Microsoft Office 365

Teams

Zoom

Webex

Job description

Job Description

The Account Manager - Third-Party Logistics (3PL) is responsible for managing, retaining, and growing strategic customer relationships. They serve as the primary point of contact and trusted advisor for their assigned accounts and are responsible for driving customer satisfaction, retention, operational performance, and long-term revenue growth. They partner closely with customers and internal stakeholders to identify opportunities, resolve challenges, and ensure service excellence. The position requires a deep understanding of customer operations and supply chain strategies, and the ability to leverage data to identify growth opportunities, lead business reviews, resolve complex challenges, and deliver solutions that enhance customer value and profitability.

Pay Range: $72,000-$88,000 per/year

Category Focus: 3PL Partnerships

• Support a portfolio of third-party logistics partners and transportation intermediaries.
• Develop a deep understanding of customer transportation networks, operational requirements, and business objectives.
• Build and strengthen relationships with key decision-makers across assigned 3PL accounts.
• Identify opportunities to increase shipment volume, expand share of wallet, and grow existing business.

Responsibilities

• Manage a portfolio of strategic customer accounts.
• Serve as the primary point of contact for assigned accounts, building and maintaining strong relationships with customer stakeholders across operational, commercial, and leadership levels.
• Understand customer supply chain strategies and align solutions to support those initiatives.
• Position the Company as a preferred transportation provider within partner logistics networks.
• Monitor and analyze account performance, revenue trends, customer satisfaction, and retention risks to identify opportunities and recommend actions.
• Identify organic growth opportunities, share-of-wallet expansion opportunities, and additional transportation solutions within existing accounts.
• Establish and maintain customer-specific performance metrics and fact-based reporting to identify root causes, lead corrective action planning, and drive continuous improvement initiatives.
• Create, prepare, and lead Quarterly Business Reviews (QBRs) and executive business reviews, presenting operational and financial performance, identifying opportunities for growth, and developing strategic action plans.
• Act as a customer advocate within the organization, influencing internal stakeholders and aligning resources to support customer commitments and business objectives.
• Drive account retention, expansion, and profitability by identifying growth opportunities, developing strategic account plans, and supporting contract renewals and commercial negotiations.
• Maintain accurate account plans, customer activity, business opportunities, and pipeline visibility within Salesforce and other business systems.
• Partner with Operations, Customer Service, Pricing, Commercial, and other internal teams to improve account performance, customer experience, and long-term retention.
• Partner with Sales on growth opportunities, RFP responses, customer expansions, and win-back initiatives.
• Monitor market trends, customer needs, and competitive activity to identify growth opportunities.
• Support customer onboarding, implementation activities, and service launches.
• Manage customer escalations, service concerns, and operational challenges through effective cross-functional collaboration.
• Maintain CRM documentation, account activity, forecasting information, and customer records.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: Undergraduate degree in Business, Supply Chain, Logistics, or a related field from an accredited college or university required.
• Experience: 3+ years' experience in logistics, transportation, 3PL, account management, or a related customer-facing role preferred.
• Deep understanding of transportation, LTL, expedited, or related freight operations preferred.
• Strong relationship management, analytical, communication, negotiation, and problem-solving skills.
• Demonstrated ability to identify revenue risks, growth opportunities, and customer retention strategies.
• Ability to manage multiple priorities and build effective relationships across functions.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.), CRMs (Salesforce), and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in an on-site setting (listed in this posting), with travel for related meetings/events.