National Account Manager

National Account Manager

Our Vision

Our customers trust us to simplify the complex world of Customs and Logistics by bringing together innovative and customer focused people, processes, and technology. In doing so, we strive to drive the success of all Customers and Stakeholders.

The Role

This position is responsible for managing strategic accounts, maximizing all opportunities for sales and growth within the accounts. The National Account Manager will facilitate communication with customers and build long-term relationships to achieve business goals working alongside Sales and Operations.

Key Responsibilities

• Serve as a trusted partner managing large company accounts acting as the primary point of contact, building strong relationships based on trust and reliability to ensure their needs and expectations are consistently met.
• Proactively quarterbacking the client experience by coordinating with internal teams and resources to manage the client journey, ensuring seamless communication and collaboration to drive satisfaction and loyalty.
• Act as the client advocate within the organization, promptly addressing concerns and facilitating problem resolution to maintain high levels of client engagement.
• Shared growth plan to identify and propose growth opportunities for upselling and cross selling that align with client needs and objectives.
• Possess exceptional communication skills for engaging effectively with both internal teams and external stakeholders, demonstrate the ability to work independently, and apply critical thinking to proactively strategize and anticipate future challenges.
• Regularly assess and report on client satisfaction, using insights to continually refine and enhance the client experience by setting goals prior/post client engagement and ensure contracts are negotiated to the correct terms.
• Client servicing: includes visits and/or meetings with customers (25% travel) and reporting of any issues to the Director.
• Acquire in-depth knowledge of customers’ business activities, history, brokerage & logistic rates and analyze the sales data and trends by staying current with Industry news and regulatory changes.
• Oversee TAP monitoring and follow up account assignment.
• Oversee the transition of corporate accounts from Business Development to the Operations.
• Improve department processes and written procedures, with a focus on CRM Automation.
• Co-ordinate projects and participate in RFQ, RFI & RFP.
• Other responsibilities as assigned.

Leadership Responsibilities

• N/A.

Job Details

• Reports to Director, Account Management
• Permanent
• Business Development
• Full-time/ Part-Time
• CND/US/MX
• Remote/ Hybrid/ Office

Required Qualifications and Experience

• College/ University Education in Business or International Business or similar discipline.
• (CCS) Customs Certified Specialist Designation and/or (LCB) Licensed Customs Broker is an asset.
• 10+ years’ experience within the Customs Brokerage industry.
• 5+ years’ experience managing large and national accounts.
• Experience managing accounts in Freight, Warehousing, International Trades/Compliance would be an asset.
• Highly proficient in MS Office knowledge in applications including Excel, Word, PowerPoint and MS Outlook.
• For Southern Border and Mexican staff:
  • Bilingual(Spanish and English) is required.
• Excellent problem solving and decision-making skills
• Strong verbal and written communication skills.

Physical Demands

• Occasionally bend, squat, kneel, reach above shoulder, and frequently sit, handle objects (manual dexterity), use fine finger movement.
• Occasionally must carry/lift loads of up to 15 lbs.

Work Environment

• Occasionally exposed to excessive noise, is around moving machinery.
• Frequently read/comprehend, write, perform calculations, communicate orally, reason and analyze.