Account Manager – Logistics Operations

Overview

Oversee carrier and driver relationships, monitor operational performance, and help resolve issues that impact service delivery in a logistics operations platform.

What you'll do

• Build and maintain strong working relationships with carriers, drivers, and other logistics partners.
• Serve as a key point of contact for operational escalations, ensuring issues are addressed promptly and effectively.
• Follow up with carriers and drivers on delivery exceptions, service failures, delays, and other operational concerns.
• Maintain clear communication and accountability across all parties to ensure operational commitments are met.
• Review operational reports, performance metrics, and delivery data to identify trends, recurring issues, and potential bottlenecks.
• Monitor carrier and driver performance against service expectations and operational standards.
• Use data and reporting insights to highlight areas for improvement and support informed decision-making.
• Maintain accurate records of escalations, investigations, claims, and resolutions.
• Investigate recurring operational issues and identify their underlying causes rather than focusing only on immediate fixes.
• Work cross-functionally with internal teams and external partners to implement corrective actions.
• Proactively identify operational gaps, inefficiencies, and risks that could affect service quality or delivery performance.
• Track issues through resolution and ensure appropriate follow-up to prevent them from recurring.
• Investigate shipping claims, lost or damaged shipments, delivery discrepancies, and other logistics-related incidents.
• Gather relevant documentation, review shipment records, and coordinate with carriers and internal stakeholders to determine what happened.
• Manage claim follow-ups, support resolution efforts, and ensure cases are documented accurately.
• Identify patterns in claims and exceptions to recommend improvements to operational processes.
• Partner with Customer Experience, Operations, and other internal teams to resolve complex cases and maintain operational momentum.
• Support escalations that require deeper investigation or coordination beyond the scope of a standard CX Agent.
• Identify opportunities to improve workflows, communication, reporting, and issue-resolution processes.
• Help establish and maintain standard operating procedures that improve consistency, accountability, and efficiency.

What you'll need

• 3+ years of experience in logistics operations, account management, carrier management, transportation, or a related field.
• Experience working directly with carriers, drivers, transportation partners, or other external operational stakeholders.
• Strong problem-solving skills, with the ability to investigate issues and identify root causes.
• Experience reviewing operational reports, tracking KPIs, and using data to identify trends or performance gaps.
• Exposure to claims management, shipment investigations, delivery exceptions, or logistics escalations.
• Strong written and verbal communication skills, with the ability to coordinate effectively across internal teams and external partners.
• Excellent organizational skills and attention to detail, particularly when managing multiple ongoing investigations and follow-ups.
• A high degree of ownership, accountability, and initiative when resolving operational challenges.
• Comfortable working in a fast-paced environment where priorities can shift and timely resolutions are important.

Nice to have

• Experience in last-mile delivery, freight, shipping, or transportation operations.
• Familiarity with transportation management systems (TMS), shipment tracking platforms, CRM tools, or logistics reporting systems.
• Experience identifying trends in carrier performance, delivery exceptions, and claims data.
• Previous experience handling escalations or responsibilities beyond a traditional customer support role.

Details

• Location: India and Philippines (Remote).