Account Manager, Middle Mile

COMPANY OVERVIEW

Riverstone Logistics (RLX) is committed to being an honest, reliable, dependable freight forwarding partner. Every day we are focused on fulfilling our Purpose of using our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry.

RLX provides final mile deliveries through dedicated and network models for various clients across the United States. We love working with new clients that are looking to enhance their customer experience through final mile deliveries.

Headquartered in Charlotte, North Carolina, RLX currently has over 700 employees and is always looking for new employees that demonstrate leadership capabilities and exceptional communication skills to grow with us at our home office as well as client sites across the United States.

POSITION SUMMARY

As an Account Manager, you will play a key role in managing and strengthening relationships with high-volume enterprise middle mile customers. You’ll be responsible for ensuring the successful execution of daily logistics operations, driving performance improvement, and identifying growth opportunities for your assigned accounts. This role requires strong customer-facing skills, a deep understanding of logistics operations, and a proactive approach to client success.

This is a mid-level, high-accountability position ideal for someone with strong logistics experience, account management capabilities, and a desire to contribute to operational excellence and strategic account growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Account Management & Customer Engagement

• Serve as the primary point of contact for assigned enterprise customers, delivering timely communication, operational updates, and issue resolution.
• Build and maintain strong relationships with key client stakeholders and facility personnel.
• Ensure client satisfaction through proactive communication, strategic problem-solving, and attention to service level commitments.
• Collaborate with internal teams (Operations, Sales, Finance, IT) to ensure alignment and success of client goals.

Operational Oversight & Execution

• Oversee full shipment lifecycle: from load intake and entry to delivery confirmation and billing support, adhering to client SOPs and SLAs.
• Ensure loads are built, scheduled, and tracked proactively through delivery.
• Manage customer TMS/portals and update platforms accurately and promptly.
• Coordinate the handoff to after-hours support teams to ensure seamless 24/7 service coverage.
• Manage and close out accessorials (TONU, detention, etc.) per customer and internal guidelines.

Strategic Growth & Performance Optimization

• Analyze customer-specific KPIs and identify opportunities for service improvement and cost optimization.
• Proactively suggest new service offerings, increased volume, or process enhancements that align with customer goals.
• Participate in the development of scalable, repeatable procedures for assigned accounts.
• Support strategic planning and collaborate with leadership to expand enterprise relationships.

Issue Resolution & Continuous Improvement

• Handle escalations and service disruptions with urgency and professionalism.
• Identify root causes of issues and work cross-functionally to implement corrective actions.
• Continuously seek ways to improve efficiency, service quality, and customer satisfaction.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• 2–4 years of logistics, transportation, or brokerage experience in customer-facing or account management roles.
• Proven ability to manage multiple priorities and high-volume operations in a fast-paced environment.
• Strong working knowledge of TMS platforms and logistics lifecycle processes.
• Excellent verbal and written communication skills, with a customer-first approach.
• Demonstrated problem-solving skills and ability to think strategically.
• Proficient in Microsoft Office, especially Excel; ability to learn new systems quickly.
• Bachelor’s degree in Business, Supply Chain, or related field.
• Experience managing or supporting enterprise-level accounts.
• Prior exposure to final mile or dedicated delivery operations is preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to remain stationary for long periods of time and to communicate effectively with coworkers and outside stakeholders in person, on the telephone, and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects. This position may require extended work hours and travel.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Riverstone Logistics is proud to be an Equal Opportunity Employer and Drug-Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected status.