Intermodal Shipper Experience Manager

The Intermodal Shipper Experience Manager at NFI drives best-in-class operational execution for existing brokerage customers and reports to the Senior Shipper.

Responsibilities

• Effectively manage and execute operations and communications to meet shipper KPIs and expectations.
• Continuously educate yourself on rail and intermodal transportation practices, including market dynamics, pricing strategies, and regulatory compliance.
• Utilize intermodal-specific technology platforms and tools to enhance operational efficiencies and customer satisfaction.
• Continuously educate yourself on the commodities we ship and how those markets impact profitability and service offerings.
• Coordinate and build relationships to effectively solve problems for customers.
• Further develop 3x3 relationships at the shipper operations level.
• Support branch leadership and sales in account growth strategy initiatives.
• Manage Rates & Services with clients for primary modes of NFI ILS services (FTL, LTL, Dray, IMDL, Port Services).
• Develop, implement, and manage an SOP for each account managed by the operations group and maintain customer service concepts and rates.
• Ensure proper follow-up and management of all loads.
• Break through internal obstacles that limit growth and service in line with NFI deliverables.
• Maintain a detail-oriented mindset for managing one or multiple NFI customer accounts.
• Use available internal and industry tools to identify potential improvements and best practices for customers’ operations.
• Foster speed, efficiency, and effectiveness in brokerage operations through collaboration with all NFI departments and a willingness to do “Whatever it takes” to meet customers’ needs.

Requirements

• BA or BS degree preferred.

• 3–5 years brokerage experience preferred, working with domestic truckload, LTL, and intermodal shipments.

• Familiarity with DOT trucking regulations (Hours of Service, Claims, etc.).

• Proficient in MS Office applications (Word, Excel, PowerPoint).

• Ability to work in a fast-paced environment that involves learning and using multiple applications and handling a high volume of phone calls.

• Excellent oral and written communication skills.

• Rudimentary knowledge of TMS programs used for brokerage services.

• Familiarity with External and Internal NFI pricing tools.

• Individual commitment to sharpening existing or acquiring new skills as required by business or customer demands.

• Ability to work a flexible schedule based on shipment volume.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

• The contractor will not discriminate against employees or applicants for inquiring about, discussing, or disclosing pay, except as permitted by law. 41 CFR 60-1.35(c).