Manager, Customer Accounts

• Health/Rx
• Dental
• Vision
• Flexible and health spending accounts (FSA/HSA)
• Supplemental life insurance
• 401(k)
• Paid time off
• Paid sick time
• Short term & long term disability coverage (STD/LTD)
• Employee stock ownership (ESOP)
• Holiday pay for company designated holidays

At KeHE, we’re obsessed with creating solutions, unboxing potential, and serving others – and it all starts with you. As an employee-owned distributor of natural and organic, specialty, and fresh products, we’re committed to making a positive impact and scaling our success together. With a culture that fosters development and opportunity, you’ll be embarking on a career that’s moving forward. When you join KeHE, you’re becoming part of a team that is a force for good.

The Customer Accounts Manager is responsible for managing and growing a portfolio of customer accounts by delivering outstanding service execution and identifying opportunities for expansion. This role plays a critical part in customer retention and development by understanding unique business needs, proposing tailored logistics solutions, and maintaining a high level of operational performance. In addition to driving customer growth, this individual leads a team of Logistics Coordinators and Freight Brokers, overseeing daily operations and ensuring each shipment is executed accurately, on time, and within cost targets. This role requires strong cross-functional collaboration, problem-solving under pressure, the ability to balance service with profitability, and an operational leader who thrives in a fast-paced brokerage environment. As with all positions at KeHE Distributors, we expect that all actions will be consistent with KeHE’s Mission, Vision, and Values.

DUTIES, TASKS AND RESPONSIBILITIES:

Customer Development & Relationship Management 

• Build strong relationships with assigned customer accounts, ensuring a high level of satisfaction and responsiveness. 
• Manage customer escalations and serve as the primary stakeholder for customer issue resolution  
• Understand customer supply chain goals and develop tailored solutions to meet service and cost performance expectations. 
• Identify and pursue opportunities to grow wallet share with existing customers through additional services, lanes, and modes. 
• Proactively gather feedback to uncover unmet needs, service gaps, or future business opportunities. 
• Monitor and report out account-level and customer portfolio financial performance; including revenue, gross margin, and cost-to-serve contribution analysis. 
• Lead new customer onboarding by gathering service expectations, defining internal requirements, and documenting process and procedures.  
• Leads pricing support for existing accounts and new opportunities, ensuring profitability and competitiveness. 
• Lead the development of customer QBRs, reviewing past performance and driving mutual goal setting  

Operational Execution & Load Management 

• Oversee day-to-day freight execution for all shipments within assigned book of business. 
• Direct team responsibilities across order entry, load planning, carrier selection, track & trace, exception management, and shipment closure. 
• Ensure carrier assignments are cost-effective, policy compliant, and aligned with service requirements. 
• Use TMS and reporting tools to maintain visibility into shipment statuses, service performance, and cost metrics. 
• Collaborate with Carrier teams to ensure consistent access to reliable carrier coverage. 
• Ensure accurate and timely updates in systems to support clean billing and customer communication. 
• Coordinate with Finance and Billing teams to ensure clean invoicing, correct documentation, and resolution of discrepancies. 
• Contribute to internal process improvements and adoption of tools/technologies that enhance efficiency and scalability. 

People Leadership & Cross-Functional Collaboration 

• Lead, coach, and mentor a team of Logistics Coordinators and Freight Brokers to meet service expectations and productivity goals. 
• Set clear performance expectations, provide regular feedback, support professional development for team members, and conduct team huddles, 1:1s, and performance reviews.
• Foster a collaborative, accountable, and results-driven team culture along with supporting hiring, onboarding, and training of new team members. 
• Other duties and projects as assigned.

SKILLS, KNOWLEDGE AND ABILITIES:

• Deep knowledge of freight brokerage operations, market cycles, and shipper expectations 

• Demonstrated leadership abilities with a focus on team development, accountability, and performance. 

• Strong customer service orientation with a focus on responsiveness, communication, and problem resolution. 

• Excellent negotiation, business acumen, and decision-making skills 

• Proficiency with Transportation Management Systems (TMS) and Microsoft Office Suite. 

• Strong analytical and financial comprehension, particularly around margin and pricing strategy. 

• Ability to multitask, prioritize, and thrive in a high-volume, fast-paced brokerage environment. 

• Knowledge of transportation compliance and industry best practices. 

• Ability to travel as required by the company. 

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field preferred. 

• Minimum of 5 years of experience in freight brokerage, 3PL, or transportation operations. 

• Minimum of 3 years of experience in leadership or account management capacity. 

• Experience managing customer relationships and delivering results in a freight brokerage or transportation environment. 

PHYSICAL REQUIREMENTS:

• Must be able to sit or stand for extended periods.  

• Use of computer and phone on a daily basis.  

• Minimal travel may be required (e.g., to trade shows, customer, or carrier visits).