Customer Account Manager chez Midwest Refrigerated Services

Midwest Refrigerated Services is a full-service 3PL company providing refrigerated logistics services for the food industry. Based in Milwaukee, WI, we operate the largest fresh 48 state LTL consolidation pool with more than 100+ trucks, and offer multiple sites with cooler, and air-conditioned storage, distribution, and cross-docking services.  We operate refrigerated and non-refrigerated warehouses for storage needs but also Value-Added Services such as specialty packing, kitting, and fulfillment needs. We work with some of the household names that your family puts on the dinner table every night. It’s an important job, one that makes a difference in your community. This is the first step in launching your career with a family-run company that cares about you, your family, and your success. We encourage our employees to learn and grow with us, while enjoying the friendly culture and great benefits that come with the MRS experience.     

General Position Overview:

The Customer Account Manager (CAM) serves as the primary point of contact for several core customer accounts, ensuring consistent service, communication, and growth. This role is responsible for managing customer relationships, monitoring trends, and providing strategic insights to support business reviews and account development. The CAM collaborates closely with Outside Sales, Carrier Sales Management, and the broader Logistics Team to align customer needs with operational execution. Responsibilities include accurate order management, proactive communication, and occasional pricing or after-hours support to meet customer requirements. This role requires the regular exercise of discretion and independent judgment in matters of significance.

At Midwest Refrigerated Services, we are driven by our Midwest Values of: 

• Modesty
• Integrity
• Dependability
• Work Ethic
• Efficiency
• Safety
• Trust

It is the expectation that all employees exemplify these values.

General Accountabilities include:

• Serves as the primary point of contact for servicing 3-4 core accounts
• Prepares reports for business reviews, and analyzing customer volume and revenue
• Maintain regular, proactive communication with existing customers
• Contribute to customer strategy development by understanding trends and forecasts of the customer base, as well as any new developments to report to the operations team
• Accurately enter orders into Company systems and verify information for timeliness and accuracy
• Provide backup support when peers are out of the office, as needed
• Occasional pricing of spot truckloads
• Work collaboratively with both CAM’s, Outside Sales, and others in the Logistics team
• Occasional after-hours availability to service the customer, with mobile access to Outlook and Teams, some after hours when required to service customers

Skills Required:

• Ability to exercise discretion and independent judgement in matters of significance
• Ownership of self-success, completing tasks accurately and on time
• Clear communication skills, both written and verbal, with customers, peers and leadership
• Proficiency with technical systems and ability to adapt to new tools
• Customer service skills including ability to Hear, Empathize, Apologize, and Take action (HEAT)

Prerequisites:

• 3-5 years of customer service or customer account management experience required (logistics/transportation strongly preferred)
• Proficiency in typing and navigating common business systems (Email, Microsoft tools, McLeod)
• Ability to quickly learn new processes and problem-solve in a fast-paced environment
• Demonstrate positivity and willingness to contribute to team success
• Associate’s or Bachelor’s degree in business or related field preferred

Performance Measurements:

• Responsiveness to customer inquiries, with timely resolution using discretion and sound judgment
• Customer satisfaction, growth, and retention across assigned core accounts (measured through feedback, business reviews, and account performance)
• Quality and timeliness of reports prepared for business reviews, customer volume, and revenue
• Contribution to customer strategy by identifying trends, forecasting needs, and communicating insights to operations and leadership
• Accuracy and timeliness of order entry, updates, and pricing activities
• Demonstrated professionalism, reliability, and alignment with Midwest Values, company policies, and compliance standards
• Effective collaboration with Customer Account Managers, Outside Sales, Carrier Sales, and Logistics teams to achieve account and company goals
• Consistent and reliable attendance

Benefits and Perks:

MRS benefit offerings include medical, dental, vision, Flex Spending Account, Dependent Care Flex Spending Account available the 1^st of the month following 30 days of hire.  Additional benefits available 1^st of the month following 60 days of hire include Critical Illness, Identity Theft, Accident, Hospital Indemnity, company paid life insurance, company paid short-term disability, company paid long term disability and 401K plan with company match.  Our employees also enjoy Paid Time Off (PTO), Holiday Pay (with 2 Floating Holidays), Referral Bonuses, and access to the EAP program.  Our benefits provide employees the flexibility to choose the type of coverage that meets their needs.   

We encourage Veterans to apply.  Each applicant will be required to pass all pre-employment testing. We thank all applicants in advance for their interest; however, only those applicants who are being considered for an interview, or are currently employed by MRS, will be contacted.

Midwest Refrigerated Services, Inc. is an Equal Opportunity Employer and a drug-free workplace.