Strategic Account Operations Manager

Essential Job Functions

• Serve as the primary onsite point of contact supporting the client’s logistics and operational needs
• Build and maintain strong relationships with client stakeholders and internal operational teams
• Oversee and coordinate the activities of client service support personnel
• Provide coaching and guidance to team members supporting the client account
• Develop and maintain operational procedures that support service consistency and client satisfaction
• Troubleshoot and resolve escalated shipment, service, or operational issues
• Resolve complex concerns related to orders, delivery timelines, shipment visibility, or documentation
• Track and monitor shipment activity from origin through final delivery
• Confirm cargo readiness and shipment status updates
• Work with customs brokers to ensure shipments are cleared and delivered timely
• Coordinate with 3PL and 4PL providers to support operational execution
• Support documentation review and green-light approval processes
• Proactively communicate shipment delays, risks, and operational updates to stakeholders
• Track client concerns, inquiries, and service trends while identifying opportunities for process improvement
• Establish service expectations, operational goals, and performance metrics for the onsite support function 
• May directly manage complex or high-priority client inquiries
• Other duties as assigned

Other Skills & Abilities

• Strong client relationship management and customer service skills.
• Working knowledge of freight forwarding, transportation, and logistics operations.
• Ability to manage time-sensitive shipments and operational escalations in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and manage competing deadlines.
• Effective verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to build collaborative relationships with clients, carriers, brokers, and internal operational teams.
• Experience coordinating with 3PL and 4PL providers.
• Knowledge of import/export processes, shipment documentation, and cargo movement.
• Ability to analyze operational issues and recommend process improvements.
• Strong conflict resolution and follow-through skills.
• Proficiency with Microsoft Office Suite and transportation/logistics systems.
• Ability to work independently while maintaining a high level of accountability and operational ownership.
• Ability to maintain professionalism and composure in high-pressure operational environments.

Physical Requirements

• Talking, hearing and using hands to operate computer equipment
• Vision abilities required by this job include close vision and the ability to adjust focus
• Job may require extended sitting or standing, use of standard office equipment.

Work Environment/Schedule Expectations

This position is primarily onsite at the client’s headquarters location supporting day-to-day operational and logistics activities. Standard business hours are generally Monday through Friday, 8:00 AM – 5:00 PM; however, due to the operational nature of the business, flexibility outside standard business hours may be required at times to support shipment execution, operational escalations, urgent client needs, or time-sensitive logistics matters.

The employee is expected to maintain responsiveness and operational ownership appropriate for a salaried exempt leadership role supporting a high-touch client environment.

Education & Experience

• High school diploma or GED required
• Minimum seven years industry experience required
• 6-7 years supervisory experience required

Certifications & Licenses

• Professional certification may be required in some areas. 

WHY SHOULD YOU WORK FOR CRANE?

At Crane, we believe in providing our employees with excellent benefits at a Great Place to Work.

We offer:

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position requires the final candidate to successfully pass an E-Verify Check.

More Information: http://www.dhs.gov/e-verify 

Company benefits are contingent upon meeting eligibility requirements and plan conditions.