Account Manager

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

📋 Description

• Manage a portfolio of current importer accounts and key customer relationships.

• Foster customer retention, satisfaction, and overall account health.

• Identify and address customer issues proactively before escalation, determining suitable solutions.

• Assess shipments early to uncover booking, scheduling, drayage, customs, and documentation issues.

• Align customer priorities with Shippabo’s business objectives.

• Promote quote acceptance and ensure accurate forecasting.

• Provide insights to supply and pricing teams to uphold competitive pricing.

• Take ownership of results that involve collaboration with Product, Operations, Finance, and the China origin team.

• Track operational and revenue metrics across various accounts.

• Highlight trends, identify at-risk accounts, and monitor volume changes.

• Advise importers on supply chain practices, platform functionalities, market trends, rate developments, surcharges, and capacity fluctuations.

• Manage inbound inquiries from smaller importers, evaluate them, and facilitate their onboarding process.

• Reconnect with churned and inactive accounts, nurturing those relationships as needed.

⛳️ Requirements

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

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

• Ability to independently troubleshoot using analytical approaches and data insights.

• Strong commercial acumen.

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

• Excellent written communication skills.

• Comfortable functioning within a small company environment with significant ownership.

• Experience with a freight forwarding TMS or modern digital forwarding platform (preferable but not mandatory).

• Familiarity with customs documentation and entry requirements (preferable but not mandatory).

• Understanding of demurrage, detention, and accessorial charges (preferable but not mandatory).

🏝️ Benefits

• Annual performance bonus, leading to an expected Year 1 total cash compensation of $120,000–$140,000 CAD.

• Generous vacation time.

• Sick leave.

• Various health plan options available.

• Employer contributions towards health coverage for employees and their dependents.

• RRSP plan with matching contributions.