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 take part in learning opportunities 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 heart of downtown Chicago, IL!
- Sweat it out at the LifeStart gym in our office building that includes brand new Peloton bikes, top-of-the-line equipment and personal training options.
- 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.
The base salary range for this position is $95,000 - $120,000, plus bonus and benefits. The range displayed on each job posting reflects the pay range for the position across all locations. Within the range, individual pay is determined based on work location, job-related skills, experience, relevant education or training.