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FT
Freedom Trans USA
Dedicated Account Representative
Career Insights for Account Representative (General)
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Scorecard
Based on Georgia data
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What they do
An Account Representative manages existing customer accounts to ensure sales retention and growth. Develops and maintains communication with clients, promotes sales and services, and works to resolve problems. Accounts may be for product sales, advertising or marketing services or financial services such as banking.
$39,935 / year median in Georgia
-11% projected decline
Job Description
Position Summary The Dedicated Account Representative is responsible for managing day-to-day operations for assigned customer accounts while serving as a liaison between customers, carriers, drivers, and internal teams. This role combines customer account management, carrier relationship development, load execution, and service recovery to ensure operational excellence, customer satisfaction, and account profitability. The Dedicated Account Representative must balance customer expectations with carrier performance while proactively identifying opportunities to improve service, efficiency, and network capacity. Key Responsibilities Customer Account Management Serve as the primary point of contact for assigned customers regarding daily transportation needs and service expectations. Build and maintain strong customer relationships through consistent communication and responsiveness. Provide proactive updates on shipment status, service issues, and recovery plans. Participate in customer meetings, operational reviews, and performance discussions. Understand customer requirements and ensure operational execution aligns with contractual commitments. Identify opportunities to improve service, efficiency, and customer satisfaction. Carrier Relationship Management Develop and maintain relationships with assigned carriers and transportation providers. Work with carriers to secure committed capacity and support account growth. Conduct carrier performance reviews and service discussions. Address service failures, recurring issues, and opportunities for improvement with carrier partners. Monitor carrier compliance with customer requirements, safety standards, and operational expectations. Support carrier onboarding and network development efforts. Operational Execution Manage shipments from tender through final delivery. Ensure all loads are covered and executed according to customer requirements and service standards. Monitor shipment activity, tracking updates, and milestone compliance. Validate driver information, equipment availability, and dispatch readiness. Coordinate with internal teams to resolve service interruptions and operational challenges. Execute contingency plans and service recovery efforts when issues arise. Service Performance & Accountability Monitor and manage key performance indicators including: On-Time Pickup (OTP) On-Time Delivery (OTD) Service Failures Capacity Utilization Customer Satisfaction Carrier Performance Metrics PTA compliance Identify trends impacting service and implement corrective actions. Hold carriers accountable for execution and compliance with agreed-upon expectations. Escalate critical service issues and communicate resolution plans to stakeholders. Financial Management Ensure revenue and carrier pay information is accurate and properly maintained. Monitor account profitability and identify opportunities to improve margins. Review accessorial charges, detention, layover, and other operational costs. Partner with leadership to support pricing initiatives and cost-control strategies. Assist in identifying opportunities to reduce transportation costs while maintaining service levels. Communication & Collaboration Maintain clear and professional communication with customers, carriers, drivers, and internal teams. Provide timely updates on operational performance, service risks, and recovery efforts. Collaborate with operations, carrier sales, dispatch, billing, and leadership teams to achieve account objectives. Support after-hours and weekend operations as needed. Qualifications Experience in customer service, account management, carrier sales, dispatch, or transportation operations. Strong communication, negotiation, and relationship-building skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency with transportation management systems (TMS), Microsoft Excel, and shipment tracking platforms. Strong analytical, organizational, and problem-solving abilities. Core Competencies Customer Relationship Management Carrier Development & Capacity Management Operational Execution Communication & Negotiation Problem Solving Accountability Time Management Attention to Detail Financial Awareness Sense of Urgency Success Measures Achievement of customer service and contractual performance goals. Improvement in OTP and OTD performance. Growth in committed carrier capacity and carrier engagement. Reduction in service failures and operational costs. Account profitability and margin improvement. Customer retention and satisfaction. Carrier performance and compliance improvements.