Brokerage Operations Leader – Growth & Customer Success

NFI; Schaumburg (IL); On-site; USD 79,000 - 105,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Prescription Drug Coverage

401k Plan

Wellness Program

Life Insurance

Paid Time Off

Paid Parental Leave

among other benefit plan options

Job summary

NFI is seeking a talented and driven Manager of Brokerage Operations to lead a team of account coordinators and partner with carrier and product teams to optimize customer onboarding and ongoing account management.

The role focuses on delivering exceptional service, developing SOPs, and driving growth and retention across the customer base while reporting to the Senior Director of Brokerage Operations.

Qualifications

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

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

Leadership

People management

Customer service

Communication

Analytical thinking

Onboarding

Account operations

Education

Bachelor's degree or equivalent experience

Job description

NFI is seeking a talented and driven Manager of Brokerage Operations to lead a team of account coordinators and partner with carrier and product teams to optimize customer onboarding and ongoing account management.

The role focuses on delivering exceptional service, developing SOPs, and driving growth and retention across the customer base while reporting to the Senior Director of Brokerage Operations.