Account Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Manage a portfolio of importer accounts while acting as the primary point of contact.

• Enhance customer retention, satisfaction, and the overall health of long-term relationships.

• Diagnose customer issues prior to escalation and identify the suitable resolutions.

• Review shipments to proactively detect issues related to booking, vessel schedules, drayage, customs, and documentation.

• Align customer priorities with Shippabo’s commercial objectives.

• Promote quote acceptance and ensure forecast accuracy.

• Provide insights to the supply and pricing team to help maintain competitive rates.

• Take ownership of outcomes across Product, Operations, Finance, and the China origin team.

• Monitor operational and revenue metrics for all accounts.

• Identify trends, at-risk accounts, and shifts in volume.

• Advise importers on supply chain practices, Shippabo’s platform and network, market conditions, rate trends, surcharges, and capacity changes.

• Manage inbound leads from small and new importers, qualifying and onboarding them effectively.

• Reconnect with churned and dormant accounts to rebuild relationships where appropriate.

⛳️ Requirements

• Proven experience in ocean freight forwarding, NVOCC, or as an importer managing ocean freight.

• Comprehensive understanding of the ocean shipment process from booking and cargo receipt at origin to customs clearance and final delivery.

• Ability to troubleshoot independently by developing hypotheses, analyzing data, and taking action.

• Strong commercial acumen.

• Structured thinking with the ability to prioritize tasks, outline next steps, and communicate timelines clearly.

• Excellent written communication skills.

• Comfort in a small company environment with significant ownership responsibilities.

• Experience with a freight forwarding TMS or modern digital forwarder platform is advantageous but not mandatory.

• Knowledge of customs documentation and entry requirements is beneficial but not essential.

• Familiarity with demurrage, detention, and strategies to avoid accessorial charges is a plus but not required.

🏝️ Benefits

• Generous vacation time.

• Sick leave.

• Health coverage premiums for you and your dependents.

• 401(k) plan with matching contributions.

• Additional perks.