Brokerage Operations Lead: Growth & Customer Success

NFI Industries; Schaumburg, Irving (IL, TX); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Prescription drug coverage

401k plan

Wellness program

Life insurance

Paid time off

Paid parental leave

Job summary

NFI Industries is seeking a talented Manager of Brokerage Operations to lead a team of account coordinators, driving exceptional customer service and strategic initiatives across the customer base.

The role partners with carrier and product groups to enhance the overall customer experience and drives growth within existing accounts, reporting to the Director of Brokerage Operations. A strong leadership background in account operations and customer service is essential.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 4+ years in account operations or customer service, with at least 2 years in a management role.
• Experience in logistics or transportation industry preferred.
• Strong leadership and people management skills.
• Excellent analytical and problem-solving abilities.
• Strong customer service orientation and a passion for delivering exceptional experiences.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage a team of account coordinators to ensure the highest level of service and support for our customers.
• Develop and implement best practices, standard operating procedures, and other initiatives to improve the efficiency and effectiveness of our account operations. Drive growth and retention of our customer base through exceptional customer service and support.
• Work closely with our carrier and product teams to develop and implement strategies to improve the overall customer experience.
• Provide operational and strategic support to our customers, including managing customer onboarding and ongoing account management.
• Collaborate with our sales and accounts team to identify opportunities for growth and expansion within existing accounts.
• Develop and maintain relationships with key stakeholders within our customer organizations.
• Monitor and report on key performance metrics to ensure the success of our account coordinators.
• Performs other duties and responsibilities as required by the role and determined by management.

Skills

Account operations

Leadership

Customer service

Analytical skills

Communication skills

Problem solving

Organization

Multitasking

Education

Bachelor's degree or equivalent experience

Job description

NFI Industries is seeking a talented Manager of Brokerage Operations to lead a team of account coordinators, driving exceptional customer service and strategic initiatives across the customer base.

The role partners with carrier and product groups to enhance the overall customer experience and drives growth within existing accounts, reporting to the Director of Brokerage Operations. A strong leadership background in account operations and customer service is essential.