Account Manager – Logistics Operations
Parsel is a logistics and operations platform designed to simplify and optimize supply chain processes. By leveraging technology and customer-focused solutions, Parsel helps streamline order management, customer support, and delivery operations.
About the Role
We’re looking for a proactive, detail-oriented Account Manager – Logistics Operations to oversee carrier and driver relationships, monitor operational performance, and help resolve issues that impact service delivery.
This role goes beyond traditional customer support. While a CX Agent primarily focuses on responding to customer inquiries and resolving individual issues, this position takes a broader, more proactive approach to ensuring smooth day-to-day operations. You’ll work closely with carriers, drivers, and internal teams to identify recurring issues, investigate claims, review operational reports, and address the root causes of problems.
The ideal candidate is comfortable managing multiple stakeholders, analyzing operational data, taking ownership of complex issues, and driving improvements that strengthen overall operational performance.
Key Responsibilities
Carrier & Driver Relationship Management
- Build and maintain strong working relationships with carriers, drivers, and other logistics partners.
- Serve as a key point of contact for operational escalations, ensuring issues are addressed promptly and effectively.
- Follow up with carriers and drivers on delivery exceptions, service failures, delays, and other operational concerns.
- Maintain clear communication and accountability across all parties to ensure operational commitments are met.
Operational Performance & Reporting
- Review operational reports, performance metrics, and delivery data to identify trends, recurring issues, and potential bottlenecks.
- Monitor carrier and driver performance against service expectations and operational standards.
- Use data and reporting insights to highlight areas for improvement and support informed decision-making.
- Maintain accurate records of escalations, investigations, claims, and resolutions.
Root Cause Analysis & Problem-Solving
- Investigate recurring operational issues and identify their underlying causes rather than focusing only on immediate fixes.
- Work cross-functionally with internal teams and external partners to implement corrective actions.
- Proactively identify operational gaps, inefficiencies, and risks that could affect service quality or delivery performance.
- Track issues through resolution and ensure appropriate follow-up to prevent them from recurring.
Claims & Exception Management
- Investigate shipping claims, lost or damaged shipments, delivery discrepancies, and other logistics-related incidents.
- Gather relevant documentation, review shipment records, and coordinate with carriers and internal stakeholders to determine what happened.
- Manage claim follow-ups, support resolution efforts, and ensure cases are documented accurately.
- Identify patterns in claims and exceptions to recommend improvements to operational processes.
Internal Coordination & Process Improvement
- Partner with Customer Experience, Operations, and other internal teams to resolve complex cases and maintain operational momentum.
- Support escalations that require deeper investigation or coordination beyond the scope of a standard CX Agent.
- Identify opportunities to improve workflows, communication, reporting, and issue-resolution processes.
- Help establish and maintain standard operating procedures that improve consistency, accountability, and efficiency.
Requirements
- 3+ years of experience in logistics operations, account management, carrier management, transportation, or a related field.
- Experience working directly with carriers, drivers, transportation partners, or other external operational stakeholders.
- Strong problem-solving skills, with the ability to investigate issues and identify root causes.
- Experience reviewing operational reports, tracking KPIs, and using data to identify trends or performance gaps.
- Exposure to claims management, shipment investigations, delivery exceptions, or logistics escalations.
- Strong written and verbal communication skills, with the ability to coordinate effectively across internal teams and external partners.
- Excellent organizational skills and attention to detail, particularly when managing multiple ongoing investigations and follow-ups.
- A high degree of ownership, accountability, and initiative when resolving operational challenges.
- Comfortable working in a fast-paced environment where priorities can shift and timely resolutions are important.
Nice to Have
- Experience in last-mile delivery, freight, shipping, or transportation operations.
- Familiarity with transportation management systems (TMS), shipment tracking platforms, CRM tools, or logistics reporting systems.
- Experience identifying trends in carrier performance, delivery exceptions, and claims data.
- Previous experience handling escalations or responsibilities beyond a traditional customer support role.
What Success Looks Like
- Strong, reliable working relationships with carriers and drivers.
- Timely resolution of operational escalations, claims, and delivery exceptions.
- Improved visibility into carrier performance and recurring operational issues.
- Clear identification of root causes, with corrective actions that reduce repeat issues.
- Accurate reporting and documentation that support operational decision-making.
- Better coordination between CX and Operations, resulting in smoother workflows and stronger service delivery.
Who Would Thrive in This Role?
This role is ideal for someone who has progressed beyond handling individual customer inquiries and is ready to take greater ownership of the operational side of logistics. They should enjoy working with external partners, investigating complex issues, interpreting reports, and finding practical solutions that improve how the business operates.
