Monitors load coverage and takes action / escalates to ensure high service levels and predictable outcomes, minimizing loads missed
Develops strong understanding of freight brokerage process for TL loads and is able quote standard TL lanes by the end of the first year.
Maintains accurate load records with complete inputs and clear notes so loads move with minimal rework and strong auditability.
Resolves standard exceptions using SOPs and guidelines, escalating only when severity or guardrails require it.
Maintains operating clarity through robust organization, clean documentation, and reliable handoffs that reduce repeat issues.
Internal & Customer Communication
Receives and proactively sends routine load updates / responses to basic support requests with customers on operational tasks.
Keeps sales reps and senior operators proactively informed with structured updates that clarify impact, next steps, and ownership.
Engages other teams as needed, partnering with Financial Ops, Billing teams, and Carrier Ops teams to drive accounting / carrier partner issues to closure in a timely manner.
Your Team Counterparts
Sales reps / Sales managers: convert priorities into execution and keep them updated on exceptions with clear, decision-oriented updates.
Centralized Operations Support Teams: monitor for customer-facing exceptions on centralized and automated tasks and resolve / escalate only defined high-severity situations.
Financial Ops / Billing teams: provide clean documentation and timelines to resolve accounting disputes efficiently.
Carrier Ops teams: coordinate capacity for built loads, service recovery, and additional customer charges across the sales rep’s book.
Operations manager: receive coaching and training resources as needed to improve freight execution skills, while monitoring performance against role expectations (including reviews)
Customers: provide proactive exception communication and drive resolution alignment (e.g., tracking updates, load reschedules, sales rep escalations).
Your Profile
Clear, confident communicator—both written and verbal—capable of handling sensitive service issues, setting expectations, and guiding customers through decisions.
Sound business judgment and analytical capability to interpret shipping trends, identify risks and opportunities, and make recommendations that protect account health.
Ability to remain composed and decisive in a fast-paced environment, balancing multiple priorities while maintaining a high standard of service.
A proactive, ownership-driven mindset that prioritizes long-term customer outcomes over short-term fixes.
Collaborative approach to working across sales, carrier operations, and internal teams to resolve issues and deliver strong customer results.
What’s in It for You
Direct ownership of customer retention and account success within Echo’s transactional brokerage portfolio, with clear impact on business stability and growth.
A role that blends operational credibility with strategic account management, offering exposure to sales, logistics, and customer leadership.
Opportunities to grow your career by developing deep expertise in customer success, account strategy, and technology-enabled service delivery.
Inclusion in a culture that values accountability, resilience, teamwork, and proactive problem-solving.
Access to training and development designed to strengthen your ability to manage complex customer relationships and navigate the logistics industry with confidence.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
Benefits
For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.
