Intermodal Shipper Experience Manager

The Intermodal Shipper Experience Manager is responsible to drive best in class operational execution of existing brokerage customers. This position reports to the Intermodal Operations Manager.

Note: This is an individual contributor (IC) role with no direct people management responsibilities. 

• Effectively manage and execute operations and communications to meet shipper KPI’s and expectations.
• Continuous education of rail and intermodal transportation practices, including market dynamics, pricing strategies, and regulatory compliance.
• Familiarity with intermodal-specific technology platforms and tools to enhance operational efficiencies and customer satisfaction.
• Ongoing education of the commodities we ship and how those commodity markets impact our profitability and service offerings.
• Practicing the coordination and relationship building needed to be an effective problem solver for your customer.
• Further develop 3x3 relationships at the shipper operations levels.
• Support branch leadership and sales in account growth strategy initiatives.
• Skilled Management of Rates & Services with clients for primary modes NFI ILS services. ( FTL, LTL, Dray, IMDL, Port Services)
• Develop, implement, and manage an SOP for each account managed by operations group and maintain customer service concepts and rates implemented
• Ensuring proper follow up and management of all loads.
• Breaking through internal obstacles that limit growth/service consistent with NFI deliverables.
• A detail oriented mindset associated with managing 1 or multiple NFI customer accounts.
• Using 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 willingness to do “Whatever it takes” to ensure customers’ needs are met.

• 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 using MS Office Applications (Word, Excel, PowerPoint)
• Ability to work in 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 towards sharpening existing or acquiring new skills as required by demands of the business or customers.
• Ability to work a flexible schedule based on shipment volume

We are excited to share the base hourly rate for this position is $32.83/hour - $40.00/hour, based on the national average for the position. NFI takes into consideration applicants' qualifications, experience, education, geographic location, when determining a starting rate of pay. This position is also eligible for an annual discretionary bonus. 

Employees are also eligible for a robust benefit program , which includes Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Paid Time Off, and Paid Parental Leave, among other benefit plan options.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

LA County Applicants: The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.