About this role
What You'll Do
- Account Ownership: Serve as the primary trusted advisor and daily point of contact for a portfolio of produce freight clients.
- Shipment & Cold-Chain Tracking: Monitor reefer (refrigerated) loads in transit, track temperature logs, and coordinate proactively with dispatchers and carriers to prevent delays or spoilage.
- Issue & Exception Management: Rapidly resolve delivery disruptions, temperature deviations, detention issues, or claims in collaboration with operations and claims teams.
- Manage and Coach: Coach a team of Client Success Reps to understand the knowledge and service skills required to perform at a high level for Produce Customers.
- Client Onboarding: Guide new produce shippers or receivers through platform/system setup, tender processes, and communication protocols.
- Performance Reviews: Conduct regular business reviews (QBRs) analyzing on-time delivery (OTD) rates, and tender acceptance.
- Retention & Growth: Drive account retention, handle renewals, and identify opportunities to expand freight volume or cross-sell specialized logistics services.
- Cross-Functional Collaboration: Partner with sales, carrier procurement, and accounting teams to align service levels and resolve billing or rate discrepancies.
Qualifications
- Experience: 3+ years of experience in customer success, account management, or operations within freight brokerage, third-party logistics (33L/3PL), or supply chain management.
- Industry Knowledge: Familiarity with reefer freight, temperature-controlled transport, produce seasonality, or USDA/FDA food-transit standards is a strong plus.
- Proficiency in Transportation Management Systems (TMS), CRM software (e.g., Salesforce), and data analytics or spreadsheet tools.
- Exceptional communication, high-pressure problem-solving, active listening, and composure during time-critical crisis management.
- Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (or equivalent operational experience).
The Perks of Working With Us
- Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
- Invest in your future with our matching 401(k) program.
- Build relationships and find your home at Arrive through our Employee Resource Groups.
- Enjoy office wide engagement activities, team events, happy hours and more!
- Leave the suit and tie at home; our dress code is casual.
- Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
- Park your car for free on site!
- Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
- Sweat it out with the team at our onsite gym.
- Maximize your wellness with free counseling sessions through our Employee Assistance Program
- Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
- Receive 100% paid parental leave when you become a new parent.
- Get paid to work with your friends through our Referral Program!
- Get relocation assistance! If you are not local to the area, we offer relocation packages.