About this role

Serve as the primary relationship owner for assigned accounts
Build and maintain strong, trust-based customer partnerships
Conduct structured account conversations focused on performance and forward-looking improvement
Maintain a deep understanding of each customer's business objectives and service expectations
Monitor account-level trends and recurring service patterns
Identify risks to retention or satisfaction before they surface as customer complaints
Develop and implement corrective action plans when gaps emerge
Investigate recurring or systemic service challenges rather than managing them symptom by symptom
Lead cross-functional collaboration to close structural gaps
Ensure service delivery aligns with agreed scope and customer expectations

2-3 years in logistics, transportation, account management, or commercial operations
Strong understanding of freight and service delivery models
Demonstrated experience managing ongoing client relationships through service challenges and renewal cycles
Ability to analyze recurring issues, identify root causes, and drive resolution across teams
Comfortable navigating performance and commercial conversations with confidence and composure
Fluency in both English and French (written and spoken) is required

Bilingual Account Specialist

Key skills