Operations Manager – Truckload Brokerage

Position Description: For over 40 years, The Custom Companies, Inc. has provided full-service transportation and logistics solutions across North America. Our capabilities include Less Than Truckload (LTL), Full and Partial Truckload, Expedited Services, Specialized Transportation, and Warehousing. We are seeking an experienced Operations Manager – Truckload Brokerage to support and lead the day-to-day operational execution of our growing Full and Partial Truckload Brokerage division. This position will serve as a key link between our customers, Account Management team, Carrier Sales team, and leadership. The ideal candidate is highly organized, service-driven, and comfortable operating in a fast-paced transportation environment where communication, urgency, accountability, and problem solving are critical. The Account Manager / Operations Lead will oversee daily freight activity, ensure shipments are executed according to customer expectations, proactively manage service issues, and help provide direction and support to the Account Management team. Duties & Responsibilities Oversee the daily operational execution of assigned full and partial truckload brokerage accounts and freight. Monitor the active load board throughout the day to ensure loads are progressing according to customer requirements and internal expectations. Maintain visibility to all open shipments, including uncovered loads, upcoming pickups, in-transit shipments, appointments, and deliveries. Identify loads requiring immediate attention and proactively coordinate with Carrier Sales to ensure capacity is secured. Serve as a primary point of contact and advocate for customers, providing timely and professional communication regarding shipment status, exceptions, and service needs. Ensure pickup and delivery appointments, shipment requirements, accessorial information, and special customer instructions are properly communicated and documented. Proactively identify potential service failures and work with internal teams to develop solutions before they impact the customer. Manage shipment exceptions including late pickups, late deliveries, rejected loads, missed appointments, carrier issues, and other operational challenges. Maintain accurate shipment notes, status updates, and documentation within the Transportation Management System. Coordinate closely with Carrier Sales representatives to ensure operational priorities, customer expectations, and carrier requirements are clearly communicated. Provide clear direction regarding which loads require coverage and establish priorities based on pickup dates, customer requirements, service sensitivity, and operational urgency. Monitor tracking and visibility compliance and ensure customers receive accurate, timely shipment updates. Review customer emails, load tenders, and operational requests to ensure timely response and execution. Assist with quoting, order entry, scheduling, routing, tracking, and other day-to-day account management responsibilities as needed. Develop a strong understanding of individual customer requirements, routing guides, SOPs, pricing expectations, and service standards. Build and maintain strong relationships with customers, internal teams, carriers, and other transportation partners. Support the onboarding and implementation of new customers and freight opportunities. Identify operational trends and recurring service issues and recommend process improvements to leadership. Work cross-functionally with Sales, Carrier Sales, Accounting, Claims, and other departments to ensure a seamless customer experience. Leadership Responsibilities Provide daily guidance and operational support to Account Managers within the Full and Partial Truckload Brokerage division. Help establish clear ownership and accountability across the Account Management team. Ensure Account Managers are actively monitoring their assigned freight and communicating issues before they become service failures. Assist with wo…

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