The Senior Customer Account Manager is responsible for driving strategic growth, operational excellence, and long-term relationship development across assigned brokerage customers. This role combines commercial account management, shipper experience leadership, and customer retention strategy ensuring exceptional service delivery, profitability, and alignment with NFI’s broader growth objectives. The position reports to the Director of Operations or Operations Manager.
Manage key customer accounts, ensuring alignment between customer expectations and NFI operational performance.- Drive organic revenue and margin growth through opportunity identification, solution development, and cross-selling of NFI services (Intermodal, Dedicated, Warehousing, etc.).
- Deliver high quality customer experience through consistent communication, KPI execution, and proactive problem resolution.
- Create and maintain account-specific business plans, utilizing CRM and internal tools to track pipeline activity, performance metrics, and growth initiatives.
- Lead customer business reviews, presenting KPI dashboards, quarterly scorecards, and strategic insights to customers and internal stakeholders.
- Manage rate and service negotiations across FTL, LTL, and Intermodal modes, leveraging market data and pricing tools to competitively position NFI.
- Develop and oversee SOPs for each account to ensure service consistency, accurate billing, and adherence to customer requirements.
- Partner closely with operations, sales, and finance teams to ensure customer commitments are met and profitability targets are achieved.
- Proactively identify risks, bottlenecks, or service gaps and collaborate across departments to maintain performance standards.
- Provide insight and support for RFPs, pricing requests, and customer onboarding initiatives.
- Maintain awareness of market trends, capacity shifts, and lane pricing to anticipate customer needs and protect margin integrity.
- Use internal and industry tools to identify process enhancements, drive efficiency, and share best practices across the team.
- Model NFI’s culture of accountability, collaboration, and customer-first execution demonstrating a “whatever it takes” mindset to support customers and peers.
Education: Bachelor’s degree preferred.- Experience: Minimum 5 years in freight brokerage, logistics operations, or account management (FTL, LTL, Intermodal).
- Technical Skills: Proficiency in TMS and CRM systems (HubSpot preferred), MS Office (Word, Excel, PowerPoint), and internal pricing tools.
- Knowledge: Strong understanding of DOT regulations, Hours of Service, and claims processes.
- Communication: Excellent verbal and written communication, presentation, and negotiation skills; strong conflict resolution and relationship-building ability.
- Business Acumen: Demonstrated ability to manage multiple accounts, analyze performance, and translate insights into actionable strategies.
- Professional Development: Commitment to continuous learning and development in line with customer and business needs.
Other:
- Ability to work a flexible schedule based on shipment volume and customer needs.
- Travel may be required for customer meetings, site visits, or leadership events.
- This job description provides a general overview of the role for purposes of recruiting and assessing talent for the role and its essential functions. However, each individual in the job may perform the duties to varying degrees and in varying ways based on many factors, including their experience, manager, skills, particular carrier mix, and personal preferences.
The base hourly pay rate for this posting is between $29.12 and $38.83. The base hourly pay range is a guideline to provide our employees with market competitive pay, while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure. The range listed is just one component of NFI's total compensation package for employees. This position is also eligible for an annual discretionary bonus, targeted at 15%.
Canada Equal Opportunity/Disability Statement
NFI is an equal opportunity employer and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.
In compliance with Ontario and British Columbia’s pay transparency laws, and in an effort to promote transparency and equal pay for equal work, NFI provides salary/wage range and other information in job postings across all Canadian provinces and territories.
