Operational Account Manager, LTL Express, Road Transport US

DSV - Global Transport and Logistics

At DSV, our purpose is to keep customers' supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society. Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services. As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy. Visitdsv.comand follow us onLinkedInandFacebook.

Location: Lancaster, TX

Division: Road Transport US
Job Posting Title: Operational Account Manager, LTL Express
Time Type: Full Time

Summary

DSV is looking for an Operational Account Manager, LTL Express to manage customer relationships and oversee the day-to-day execution of LTL transportation for assigned accounts. This role is a great fit for someone who understands the details of LTL operations and enjoys combining customer service, transportation expertise, problem-solving, and account management.

You'll serve as a primary operational point of contact for assigned customers, managing shipments from routing and service selection through final delivery while working closely with LTL carriers, terminals, and internal teams to navigate pricing, freight classification, transit times, service requirements, capacity, and shipment exceptions.

And this role goes beyond day-to-day shipment execution. You'll use your LTL expertise to improve routing, service, cost, and operational efficiency, analyze account and carrier performance, participate in customer business reviews, support new customer implementations, and identify opportunities to grow existing relationships through additional lanes, services, and shipment volume.

If you understand the complexities of LTL, enjoy solving transportation challenges, and want to combine hands-on operations with customer relationship management and continuous improvement, this is an opportunity to grow your career with the world's largest freight forwarding and logistics company.

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Duties & Responsibilities

• Serve as a primary operational point of contact for assigned customers and develop strong, long-term relationships through proactive communication and consistent service.
• Manage day-to-day LTL transportation needs for assigned accounts, ensuring shipment requests are executed accurately, efficiently, and in accordance with customer requirements.
• Coordinate LTL shipment execution, including routing, scheduling, pickup and delivery requirements, carrier selection, and communication with carriers, terminals, customers, and internal operations teams.
• Evaluate available LTL service options based on customer requirements, transit time, lane, freight characteristics, carrier capabilities, service levels, and cost.
• Utilize LTL rating tools, tariffs, pricing agreements, and Transportation Management Systems (TMS) to support routing, rating, shipment planning, and execution.
• Review shipment characteristics, including freight class, dimensions, density, weight, accessorial requirements, lane, volume, and service requirements to support accurate rating and routing decisions.
• Monitor active shipments from pickup through final delivery and provide customers with accurate and timely shipment status information.
• Proactively identify and address delays, missed pickups or deliveries, service failures, and other shipment exceptions.
• Coordinate resolution of overage, shortage, and damage (OS&D) issues and other freight exceptions with customers, carriers, terminals, and appropriate internal teams.
• Research and resolve rating discrepancies, reclassifications, accessorial charges, and other LTL billing or service issues in partnership with appropriate internal teams.
• Communicate changes in transit times, service availability, carrier performance, pricing, or other factors that may affect customer shipments.
• Partner with internal operations and carrier-facing teams to secure appropriate capacity and service solutions based on customer needs.
• Provide pricing, routing, service, and account guidance to internal teams based on customer requirements, carrier capabilities, market conditions, and account strategy.
• Maintain knowledge of LTL carrier networks, terminal coverage, service areas, transit times, embargoes, capacity constraints, and other factors affecting shipment execution.
• Identify opportunities to improve service, transit time, cost, and operational efficiency through carrier selection, consolidation, routing, mode optimization, and other transportation solutions.
• Analyze account activity, shipment volume, transportation spend, service performance, carrier performance, and other operational data to identify trends, risks, and opportunities for improvement.
• Identify opportunities to expand existing customer relationships through additional lanes, services, shipment volume, or other transportation needs.
• Support the onboarding and implementation of new customers and business, including development and documentation of standard operating procedures (SOPs), routing requirements, service expectations, and communication processes.
• Prepare and present customer reporting, including shipment activity, spend, service performance, exception trends, and other relevant account metrics.
• Conduct regular customer meetings, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), as appropriate.
• Partner with customers and internal stakeholders to develop and implement continuous improvement initiatives that enhance service, efficiency, cost, and overall account performance.
• Maintain accurate customer, shipment, pricing, routing, and operational information within the TMS and other required systems.
• Maintain customer SOPs, routing guides, pricing information, and other account documentation as required.
• Follow applicable regulatory, company, carrier, safety, and operational requirements when coordinating transportation services.
• Build and maintain effective working relationships across departments, business units, customers, carriers, terminals, vendors, and other external business partners.
• Maintain confidentiality and appropriately handle sensitive customer, shipment, pricing, and business information.
• Perform other duties, responsibilities, and project work as assigned by management.

Qualifications & Experience

• High school diploma or equivalent required.
• Bachelor's degree in Logistics, Supply Chain Management, Transportation, Business Administration, or a related field preferred. Equivalent relevant industry experience may be considered.
• Minimum of 3 years of experience in LTL transportation, freight brokerage, transportation operations, account management, or a related field required; 5 or more years preferred.
• Demonstrated experience with LTL transportation operations, including routing, pricing, carrier networks, and shipment execution.
• Experience working with LTL pricing structures, tariffs, freight classification, accessorial charges, and transportation cost models.
• Experience managing customer relationships within a transportation, logistics, or supply chain environment preferred.
• Experience working with LTL carriers, terminals, or transportation networks preferred.
• Experience within a third-party logistics (3PL), freight brokerage, transportation management, or asset-based transportation environment preferred.
• Experience with transportation financial performance, margin management, or account P&L preferred.
• Experience working with Transportation Management Systems (TMS) and LTL rating tools required.

Skills & Competencies

• Strong knowledge of LTL transportation operations, carrier networks, terminal operations, routing, transit times, and service requirements.
• Strong understanding of LTL pricing concepts, including tariffs, freight classification, density, minimum charges, accessorials, discounts, and customer-specific pricing.
• Strong customer relationship management and service orientation.
• Excellent verbal, written, and interpersonal communication skills.
• Strong negotiation, influencing, and problem-solving skills.
• Ability to effectively manage shipment exceptions and resolve service, pricing, and operational issues in a time-sensitive environment.
• Strong analytical skills with the ability to evaluate shipment, service, pricing, and financial data and translate findings into actionable recommendations.
• Strong proficiency in Microsoft Excel and working knowledge of Microsoft Word, PowerPoint, Teams, Outlook, and other standard business applications.
• Ability to effectively use Transportation Management Systems, LTL rating tools, carrier systems, and other transportation technology.
• Strong organizational and prioritization skills with the ability to manage multiple customers, shipments, and operational priorities simultaneously.
• High attention to detail and commitment to accuracy, particularly when working with freight classifications, rates, accessorials, routing, and customer requirements.
• Strong sense of urgency, accountability, and follow-through.
• Ability to make sound decisions and exercise good judgment in a fast-paced operational environment.
• Ability to work independently while collaborating effectively with customers, carriers, terminals, and cross-functional teams.
• Ability to identify opportunities for service improvement, cost reduction, and operational efficiency.
• Working knowledge of applicable transportation regulations and industry requirements.
• Ability to adapt to changing business and operational needs and work flexible hours when required to support customers and transportation operations.

Physical Demands

While performing the duties of this position, the employee is regularly required to sit and work at a computer for extended periods; frequently use a keyboard, mouse, telephone, and other standard office equipment; and communicate with customers, carriers, terminals, and internal business partners in person, by phone, and through electronic means.

The employee is also regularly required to stand and walk throughout the office to meet and collaborate with employees, departments, and other business partners. The position may require occasional bending, reaching, and lifting or moving items weighing up to 20 pounds.

Work Environment

This position is primarily performed in a professional office environment and requires regular, in-person attendance at the assigned DSV location. The role requires extensive use of computers, phones, email, Transportation Management Systems (TMS), LTL rating tools, carrier systems, and other business applications throughout the workday. The employee will regularly interact and collaborate with customers, carriers, terminals, employees, leaders, other departments, business units, and external business partners through in-person communication, phone calls, email, virtual meetings, and other forms of communication.

The position requires the ability to move throughout the office as needed to collaborate with other teams and support day-to-day LTL operations. The work environment is fast-paced and may involve multiple competing priorities, frequent interruptions, time-sensitive shipment requirements, service exceptions, pricing issues, and changing operational needs.

Occasional visits to carrier terminals, cross-dock facilities, customer locations, or other transportation facilities may be required. During these visits, the employee may be exposed to active freight operations, moving equipment, varying temperatures, and higher noise levels and must follow applicable site safety requirements.

The noise level in the primary office environment is generally consistent with a professional office setting and may vary based on surrounding business activity.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position within the described physical demands and work environment.

For this position, the expected base pay range is $70,000.00 - $80,000.00 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through theDSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV - Global transport and logistics

Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements. With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. At DSV, performance is in our DNA. We don't just work - we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company - this is the place to be.

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Visit dsv.com and follow us on LinkedIn and Facebook.