Account Operations Lead: Booking Quality & Escalations

Crane Solutions LLC; Houston, Northern (TX, KY); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Quarterly Incentive Plan

Paid Time Off (PTO)

Medical, Dental, Vision benefits

Job summary

Crane Solutions LLC in Texas seeks an Account Operations Supervisor, Ground to lead the Operational Account Coordinator team and ensure upstream demand quality before bookings are created. You own intake completeness, consolidation decisions, and customer communications as the escalation point when issues arise.

You will drive performance metrics, establish standard processes, coach coordinators, and partner with Capacity Manager on capacity changes.

Qualifications

• Associate’s or bachelor’s degree in logistics, supply chain, business, or a related field; equivalent operational experience considered.
• 5–7 years of experience in freight or 3PL account management, customer operations, or transportation operations, including 1–3 years leading or supervising a team.
• Demonstrated ownership of a customer relationship through a service failure — able to hold the relationship without over-promising to relieve pressure.
• Excellent written communication, and the ability to raise the writing standard of a team.
• Hands-on experience with transportation management systems; familiarity with e2open TMF and Descartes Aljex preferred.
• Working knowledge of US domestic ground freight modes (FTL, LTL, intermodal) and the shipment lifecycle from booking through invoice.

Responsibilities

• Own intake quality and booking governance to ensure complete and accurate demand.
• Audit bookings at first release for asset detail, references, addresses, service level, and required dates.
• Set and enforce account communication standards and escalation procedures.
• Lead consolidation decisions to prevent duplicates and coordinate with Capacity Manager.
• Report account-level performance and drive continuous improvement.
• Coach coordinators and cross-train across accounts to reduce single points of failure.

Skills

Team leadership

Operational governance

Customer communication

Data analysis

Process improvement

Escalation management

Coaching

Education

Bachelor’s degree in logistics, supply chain, or related field

5–7 years freight or 3PL account management

Tools

Power BI

TMF booking tool

Descartes Aljex

e2open TMF

Open Dock

Microsoft Office

Job description

Crane Solutions LLC in Texas seeks an Account Operations Supervisor, Ground to lead the Operational Account Coordinator team and ensure upstream demand quality before bookings are created. You own intake completeness, consolidation decisions, and customer communications as the escalation point when issues arise.

You will drive performance metrics, establish standard processes, coach coordinators, and partner with Capacity Manager on capacity changes.