The account inbox, owned by someone.
The shipper-facing seat that keeps accounts from quietly going quiet.
Accounts rarely leave over one bad load. They leave because nobody answered for two days, then answered badly, and the shipper started taking the other broker’s call.
This seat takes the reactive half of account management off the person who owns the relationship, so that person can spend their time on the half that actually needs them.
A day in the seat
- Owning the shared account inbox and its response times
- Proactive status updates, before the customer has to ask
- Quoting support and entering orders from customer portals
- Scheduling pickup and delivery appointments
- First-line handling of service issues, claims intake and OS&D
- Weekly reporting to the account owner on what needs attention
What we screen for
- Written English a US shipper reads without noticing it. This seat is judged in writing more than on the phone.
- Calm handling of an unhappy customer, tested on a recorded call with someone playing it badly.
- Ownership. Closing the loop rather than passing the ticket along.
What stays with your account owner
Commercial conversations, pricing decisions, and the relationship itself. This seat handles the volume of service communication, not the negotiation.
If a role is mostly about reading a customer and knowing when to push, that belongs with the person who owns the account — and we would say so rather than sell you the seat.
Common questions
Will our customers know the work is done offshore?
That is your call and we follow your lead. Staff work under your brand, in your systems, on your email domain if you want. We will not advise you to make claims to customers that are not true, and if a customer contract requires US-based handling we need to know.
Can they quote?
They can prepare and enter quotes to your rules. Pricing authority stays wherever you put it.
What about claims?
First-line intake, documentation and chasing. Claim decisions stay with you or your insurer.
Give the inbox an owner.
Tell us your volume and how your accounts are structured.