Account Manager - North American & International

Overview

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Position Pay Range: $60,000.00 - $75,000.00 annually

Responsibilities

The Account Manager, North American & International is accountable for the day-to-day relationship with the Clients and Global Managers. This position is also responsible for establishing and maintaining positive, productive customer relations while managing daily resolution of issues.  The Account Manager, North American Domestic & International is responsible for collaborating with North American Operations and Sales management and Internal SME’s while establishing and maintaining client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and on-boarding of new client accounts and ensuring a consistently high level of service, quality, and client satisfaction.

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Model and act in accordance with EFW guiding principles and core values.
• Develop and maintain strong, long-term client relationships with assigned accounts.
• Research and provide possible solutions for identified issues.
• Establish and continuously improve processes to ensure excellent customer relations.
• Ensure compliance with the internal quality policies, procedures, and guidelines.
• Monitor carrier delays and changes and advise Control Tower management when other carriers must be utilized within the department to achieve more consistent deliveries and better pricing.
• Manage new client onboards and develop SOPs and IHPs.
• Assist client in gathering all requested information.
• Ensure all KPIs are being met and exceeded.
• Compile data upon request from client.
• Consistently review EFW network for areas of improvement.
• Actively work to further develop business between EFW and client.
• Develop new relationships with assigned accounts through networking and additional opportunity probing.
• Act as a liaison for any executive client escalations.
• Coordinate with operations, customer service, and administration on matters dealing with client.
• Build strategic relationships with key contacts at customer organizations to understand opportunities for creating value.
• Capitalize on value creation opportunities by working closely with the sales and operations management team to develop creative workable solutions to customer needs.
• Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges and future plans.
• Work corroboratively with the operational staff at multiple sites and locations to ensure customers’ needs and expectations are met.
• Complete administrative functions in a timely manner.
• Handle transactional complaints and problems in a timely and effective manner.
• Maintain a high level of expertise and knowledge of products and services.
• Keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking, and participation in professional organizations.
• Regular attendance is required.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to work with managers or directors and communicate ambiguous concepts.
• Ability to present to groups across the organization.
• Ability to work independently or in a team setting, in a fast-paced environment.
• Must be mentally and emotionally capable of handling a high stress environment.
• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Demonstrated knowledge of sales concepts, methods and techniques.
• Strong interpersonal skills (maturity, good judgment, diplomacy and patience) and strong consulting and presentation skills.
• Demonstrated skills in organization group process, problem identification and resolution at both a strategic and functional level.
• Cognizant of domestic and international regulatory compliance laws and regulations related to the supply chain and transportation industry.
• Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
• Excellent spelling, grammar and written/ oral communication skills.
• Ability to plan, organize and manage multiple projects and set priorities.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

Position functions semi-autonomously and has no direct reports.

EDUCATION/EXPERIENCE

Minimum of a Bachelor’s Degree (or equivalent) and a minimum of 2-3 years industry experience preferred. However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

None required.

TRAVEL

Periodic travel up to 40% required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking, or stooping.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.