Brokerage Manager

Brokerage Manager — Job Description

Bennett Family of Companies | Bennett International Logistics (BIL) / Brokerage — Casa Grande, AZ

Prepared by: Caren Graves | Date: 2026-10-23

Department: Bennett International Logistics (BIL) — Brokerage,  Casa Grande, AZ

FLSA Status: Exempt

Reports To: Director of Brokerage (located off-site)

Supervises: Terminal staff — one full-time Dispatcher and one full-time Customer Service Representative (CSR)

Confidentiality Level: 4 of 5 on the company's job-analysis scale

Decision Responsibilities: Senior on-site decision-maker for the terminal: carrier selection; buy-rate and margin decisions within established limits; load coverage and daily work assignments for the Dispatcher and CSR; service-failure resolution; carrier set-up and recommendations on carrier termination/compensation; hiring, discipline, and performance input for terminal staff; escalation to the off-site Director for matters beyond assigned authority

Authorized Expenditure: Up to $1,000.00 USD; expenditures above this limit require Director of Brokerage approval

Location: On-site at the assigned terminal; primarily office-based

Position Summary

The Brokerage Manager is the senior on-site leader of a BIL brokerage terminal, accountable for its operations, service, people, and financial results. With no Director or Team Leaders at the location, this role directs and develops the terminal's Dispatcher and Customer Service Representative while remaining hands-on in covering loads, negotiating carrier rates, and serving agents and customers. The Brokerage Manager carries out the Director of Brokerage's growth strategy at the terminal level, protects margin and carrier compliance, grows the local carrier and customer base, and serves as the terminal's primary point of contact with leadership and other Bennett business units.

Key Responsibilities

Terminal Leadership & Operations

• Direct daily terminal operations: assign and prioritize work for the Dispatcher and CSR, balance workloads, and make sure all available Bennett loads are covered on time.
• Serve as the on-site authority for the terminal, making operational decisions independently and escalating to the off-site Director only for matters beyond assigned authority.
• Understand, follow, and enforce BIL operating procedures at the terminal; recommend and implement process improvements.
• Provide coverage for the Dispatcher and CSR functions during absences, peak volume, or after-hours/on-call situations.
• Oversee terminal administration, including recordkeeping, office needs, and coordination with Bennett support departments (billing, safety, HR, IT).

Load Coverage & Carrier Management (Hands-On)

• Secure carriers for available loads; negotiate rates within Bennett standards and buy limits, and issue rate confirmations with load-specific requirements.
• Grow and maintain a qualified carrier base, with emphasis on flatbed and other open-deck equipment.
• Ensure the terminal uses only compliant carriers; oversee carrier set-up (contracts, profiles, policy acknowledgment) and monitor ongoing compliance.
• Make or recommend decisions on carrier selection, set-up, termination, and compensation, consistent with the Director's guidelines.
• Resolve carrier issues, including service failures, claims, disputes, and payment questions.

Terminal Growth & Business Development

• Expand the terminal's carrier capacity to support new freight, with emphasis on flatbed and open-deck equipment.
• Set and track terminal growth goals with the Director of Brokerage, and present quarterly results and growth plans.
• Build the case for additional terminal staff as volume grows, and recruit, hire, and onboard new team members once headcount is approved.

Customer Service & Agent Relationships

• Oversee the CSR function to make sure customer inquiries, quotes, order entry, and shipment updates are handled accurately and promptly.
• Maintain positive relationships with agents, local customers, partner carriers, and Bennett dispatch.
• Resolve escalated customer and agent issues to protect and grow existing accounts.

Pricing, Margin & Financial Performance

• Monitor terminal results against BIL goals, including gross margin, load volume, coverage rate, and on-time performance.
• Make sure the Dispatcher and CSR book within established buy limits; approve rate exceptions within assigned authority.
• Report terminal KPIs and issues to the Director regularly, and provide input for budgeting and forecasting.

People Leadership & Training

• Hire (or recommend hiring), train, coach, and evaluate the Dispatcher and CSR; recommend corrective action when needed.
• Train terminal staff on the TMS, load coverage, rate negotiation, carrier compliance, and agent/customer communication.
• Build a high-accountability, service-focused culture at the terminal and lead by example.

Systems, Reporting & General

• Serve as the terminal's primary resource for TMS and AS400 troubleshooting and training, escalating to IT as needed.
• Ensure track-and-trace follow-up and timely collection of signed proof of delivery (POD) to support billing requirements.
• Communicate daily with the off-site Director on terminal operations and internal/external issues.

• Represent the terminal on off-site projects and company meetings, and perform other duties as assigned.

Essential Job Activities

Importance ratings and time allocations below are estimates for a small terminal where the manager is both supervisor and working practitioner; validate with the Director of Brokerage.

Essential Functions (ADA)

• Lead a terminal independently, without a supervisor on site, using sound judgment on operational, carrier, customer, and personnel matters.
• Communicate effectively in person, by phone, and in writing with terminal staff, carriers, agents, customers, and off-site leadership, often under time pressure.
• Negotiate carrier rates and book loads within established standards.
• Operate a computer, multi-line telephone, and business systems (TMS, load boards, e-mail, Microsoft Office) for extended periods.
• Supervise, train, and evaluate staff, including hiring and disciplinary recommendations.
• Track multiple loads, carriers, and metrics at once, accurately and with attention to detail.
• Maintain regular, reliable attendance for a 40+ hour week, including on-call availability and coverage for terminal staff when business needs require.
• Maintain confidentiality of pricing, margin, carrier, customer, and personnel information.

Qualifications

Qualifications

Education

• Required: High school diploma or equivalent (consistent with the Dispatch Manager and Team Leader forms).
• Preferred: Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.

Experience

• Required: Minimum 5 years of experience in a truckload brokerage environment, including hands-on dispatch, carrier rate negotiation, and carrier set-up, and at least 2 years in a supervisory or lead role (e.g., Team Leader or POD Leader).
• Preferred: Experience running or helping to run a branch/terminal with limited on-site leadership support; asset-based brokerage experience; flatbed or other open-deck experience; experience managing KPIs, pricing, and margin; customer service and business development experience.

Certifications

• Required: Valid driver's license. No TWIC card required.
• Preferred: Certified Transportation Broker (CTB) through the Transportation Intermediaries Association (TIA), or a comparable logistics/supply-chain credential.

Technical Skills

• Proficiency in a transportation management system (TMS), including order entry, dispatch, and track-and-trace.
• Working knowledge of load boards, carrier onboarding/compliance tools, and FMCSA carrier vetting practices.
• Microsoft Office (Excel, Word, PowerPoint, Outlook); ability to build and read KPI and margin reports.
• Working knowledge of AS400 (in current use at BIL alongside the TMS).
• Strong rate-negotiation, carrier-selection, and freight-pricing skills.

Soft Skills

• Self-directed leadership: works independently and holds the terminal accountable without on-site oversight.
• Clear, professional communication at all levels, including strong phone skills.
• Sense of urgency and a consistent focus on customer service.
• Problem-solving and sound judgment under pressure.
• Negotiation and relationship-building with carriers, agents, and customers.
• Coaching skills to develop a small team and cross-train staff for coverage.
• Organization and the ability to handle competing priorities while switching between managing and doing the work.
• Entrepreneurial, growth-driven mindset: proactively pursues new business and builds the terminal while protecting margin.
• Sales and prospecting skills, with confidence in initiating relationships with new shippers, agents, and carriers.

Travel Requirements

Limited (estimated 5–10%): quarterly travel to BIL headquarters or other Bennett locations for leadership meetings, business reviews, and training; periodic local visits to customers, agents, and carriers to support terminal growth; occasional off-site projects. Overnight stays may be required for quarterly travel. No international travel.

Physical Requirements

Ratings follow the company's job analysis scale (None; Light = less than 1/3 of the time; Moderate = 1/3–2/3; Heavy = more than 2/3), consolidated from the three source forms.

• Sitting: Heavy (at workstation).
• Standing: Light.
• Bending: Light.
• Walking: Light (within the office).
• Lifting/Carrying: Light, up to 25 lbs. (files, office supplies, equipment).
• Pushing/Pulling: None.
• Climbing: Light (stairs).
• Kneeling/Crouching: None.
• Driving: Light (occasional personal or company vehicle for local customer/carrier visits and off-site travel; valid driver's license required).
• Vision/Hearing: Ability to view computer screens for extended periods and communicate clearly by telephone.

Equipment Use

• PC/Workstation: Heavy.
• Telephone: Heavy.
• Fax: Light (rate confirmations are now mostly sent electronically).

Environmental Conditions

• Cold, heat, wet, humidity, noise, vibration, heights, fumes, and dust: None. Office environment.
• Inside/Outside: Approximately 98% inside / 2% outside (office environment; outside time limited to occasional local travel).

Working Conditions

Office environment at a small, standalone brokerage terminal with continuous phone and computer activity. As the only manager on site, the Brokerage Manager is the terminal's point of contact for staff, carriers, and customers and works with limited day-to-day oversight from an off-site Director. The schedule is 40+ hours/week, days, with hours varying by business need. On-call availability and coverage for the Dispatcher or CSR during absences are required. Telecommuting and flex time are not available; this is a full-time, on-site position.

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