Account Support Manager

Job Description

SCOPE OF POSITION

• Protect and retain the existing business.
• Strengthen engagement across the customer network.
• Proactively identify and develop additional opportunities.
• Improve service follow up and account penetration.
• Reduce business risk associated with such a high level of volume concentration.
• Ensure adequate AM coverage for our other strategic customers.

REPORTING STRUCTURE

Individual reports directly into a Customer Retention & Development Manager.

Qualifications

JOB EXPECTATIONS & KEY RESPONSIBILITIES

• Dedicate yourself to the success of Expeditors' and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
• Communicate and collaborate with the account team on areas of potential risk or exposure to the customer's business
• Track shipments and in transit monitoring (both at origin & destination) when needed.
• Provide and manage reporting and visibility tools to the customer.
• Design, set up and maintain any ad hoc reporting requests and ensure data is accurate, timely and complete.
• Drive process improvement throughout your district and network.
• Maintain & update SOPs to ensure customer expectations are documented & executed within our operational teams. This includes, but is not limited to, rates, KPI expectations, and general customer service requirements.
• Manage spot quotes or quoting desk when applicable.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
• Monitor billing and receivables and assist with collections when needed.
• Serve as a point of escalation within our network.
• Provide assistance in resolution of claims and disputes.
• Be involved with EDI resolution & EDE management when needed.
• Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
• Own the T&I process for new business segments for existing customers if applicable.

MEASUREMENT OF SUCCESS

• Customer KPIs are being met
• Customer satisfaction
• Financial performance of customer
• (clean AR, healthy margins, revenue growth)
• Delivery of process improvements

QUALIFICATIONS

• Written and verbal communication skills
• Listening skills
• Emotional intelligence
• Adaptability
• Presentation skills
• Analytical thinking
• Problem solving
• Strategic Planning
• English language proficiency
• At least 1 year of experience in the global logistics industry is preferred.

Additional Information

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus