Account Specialist

Account Specialist

Reports To: Account Manager

Department: Account Management

Location: Mississauga Office (Hybrid 1-2 days in office)

Compensation: $60,000 -$65,000 + annual performance-based bonus

The Reality of This Role

Logistics Alliance is a Mississauga-based 4PL provider moving freight for some of Canada's leading retailers and manufacturers. We're looking for an Account Specialist to own a portfolio of customer relationships and keep them healthy, stable, and growing over time.

This is not a reactive customer service role. It's a strategic relationship function, one that requires you to stay ahead of service trends, identify risk before it becomes a retention problem, and drive coordinated action across internal teams and external partners. If you lead with ownership, take pride in the partnerships you build, and know how to turn a difficult conversation into a long-term win - read on.

What Your Day Actually Looks Like

Morning: You're reviewing your portfolio for any overnight service developments, flagging issues that need a proactive customer touchpoint before they escalate.

Mid-Morning: You're working through your account queue - checking in on open action items, following up on corrective plans, and making sure nothing that matters to a customer is sitting without an owner.

Afternoon: You're connecting with internal teams and carrier partners on open issues, conducting structured account conversations, and making sure the service model is holding up against customer expectations.

Late Afternoon: You're closing the loop on any outstanding items, documenting key account developments, and setting your priorities for the next day.

You'll Thrive Here If…

You're a relationship builder: You don't just manage accounts, you invest in them. Your customers trust you because you show up consistently, communicate clearly, and follow through every time.

You're a root-cause thinker: When a service issue keeps coming back, you don't patch it again. You dig into why it's happening and drive the structural fix.

You're commercially aware: You understand that every interaction either strengthens or erodes the long-term value of an account. You protect the relationship and the business.

You communicate proactively: Your customers always know where things stand. You don't wait for them to ask.

You own outcomes: You're not a coordinator who passes things along. You stay on it until there's a real resolution and the account is stable.

What You Should Know

This role carries real accountability. You're not supporting someone else's relationships - these accounts are yours. You'll have the autonomy to make judgment calls, set the tone for customer partnerships, and shape how accounts are managed over time. But the results show up in your portfolio, and your customers will take their cues from how you show up every day.

Key Accountabilities

Portfolio Ownership & Relationship Management

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

Performance Monitoring & Stability

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

Track improvement over time and ensure accounts stabilize at a high service standard

Structural Issue & Root Cause Resolution

Investigate recurring or systemic service challenges rather than managing them symptom by symptom

Lead cross-functional collaboration to close structural gaps

Implement durable solutions — not short-term workarounds

Stay on open issues until sustainable resolution is reached

Commercial & Service Model Alignment

Ensure service delivery aligns with agreed scope and customer expectations

Flag scope creep or misalignment early, before it creates friction or commercial risk

Support renewal conversations and service model adjustments when required

Protect the long-term viability and commercial health of each account

What We're Looking For

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

Why Logistics Alliance

You'll own real accounts with real stakes - not a support queue. You'll work alongside a team that holds itself to a high standard, with the autonomy to manage your portfolio the way you see fit and the accountability that comes with it. If you want to build something worth being proud of, this is the role.