Local Account Manager - Account Management

Job Description

SUMMARY DESCRIPTION:

Develop, maintain, lead and measure Expeditors' product and service deliverables to satisfy the specific needs of a Customer Account(s). Continually seek opportunities for service enhancement and improved tactical management. Increase our share of customer business on an annual basis.

KEY RESPONSIBILITIES:

Expeditors Core Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to all Expeditors employees, regardless of position, and should not be edited. Note that these competencies are found in employee’s My Development Plan view and in the employee’s performance evaluation in the Professional Development Center.

• Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

• Job Execution:

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

• Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. 

• Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

Account Manager Core Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to Account Mangers and should not be edited. Note that these competencies are found in employee’s My Personal Development Plan view in the Professional Development Center. The scope of responsibility for these competencies may vary based on the type of account manager role (GAM, LAM etc.).

• Business Development

Uses business acumen and strategic thinking with an ability to plan and execute effective and ongoing needs assessments; identify strategic improvement and value creating opportunities in line with both customers' supply chain objectives and business goals and Expeditors' initiatives; collaborate to create and validate solutions (product, service, tech) that deliver quantifiable customer benefits; and leverage customer knowledge and relationships to influence positive outcomes.

• Customer Management

Continuously builds and maintains strong relationships throughout a customer's business hierarchy in order to understand organizational dynamics, decision-making, and strategic executive alignment leading to trusted partner status. Maintains effective oversight for customers' operational needs and optimal execution for account growth through leadership, active communication, collaboration, and advocacy both internally and with customers.

• Customer Ecosystem Expertise

Develops and maintains knowledge and expertise for respective customer ecosystems including: market and industry intelligence; associated product, service, and vertical knowledge; customer information systems; and supply chain expertise.    

• Business Intelligence

Develops and maintains Data Fluency combined with effective use of business intelligence tools for: information gathering, processing, and analysis; performance management and improvement; and reporting.

Account Manager-Specific Tasks and Duties

• Maintain customer SOPs.
• Create and communicate a strategic business plan for their customers.
• Initiate value-added solutions.
• Develop relationships within the customer's organization.
• Promote Expeditors marketing activities and customer events.
• Manage activity in the CRM.

System & Tools & Account Administration

• Proper Customer Organization structure in CRM following the company's global standards.
• CRM input and management always ensuring data integrity.
• Assist in creating and maintaining Customers SOPs and ensure full ownership of tactical responsibilities by operation and customer service teams.
• Set the right expectations internally as well as externally with the customers.
• Leverage and implement Expeditors reporting tools and value add solutions internally and externally with all selected customers.
• Evaluate their usage and quantify their cost savings/cost avoidance.
• Utilize corporate approved templates and presentations and customize when necessary.

Retention

• Establish proper customer business mapping to ensure complete understanding of customer's global business, stakeholders, spending, strategy, goals, etc.
• Create and communicate a global strategic business plan in alignment with the customers mapping and Expeditors goals.
• Ensuring global visibility and collaboration across Expeditors network (Strategic updates, KPls, service deliverables, initiatives, etc.)
• Penetrate customers organizational structure at all levels, developing relationships beyond the main point of contact at all locations.
• Initiate value-added solutions based on Expeditors service offerings and technology.
• Ensure and drive the appropriate global alignment and engagement with the customer through meetings and reviews.

Development

• Pursue a larger global wallet share with all customers, while promoting up and cross selling with all customers at all locations.
• Collaborate with the various departments and branches through regular meetings and joint calls to promote existing and new service offerings at all locations.
• Ownership, accountability, and ongoing management of global pipeline and opportunities to ensure a healthy growth potential and faster business closure.
• Promote Expeditors marketing activities and customer events.
• Schedule regional & international travel when necessary to address global business need and growth potential.
• Continuous review of customers revenue report and analysis aimed at identifying “at risk” customers and negative trends.

Physical Demands

• Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.  
• Write with pencil/pen/marker 
• Functions performed primarily while seated at desk
• Travel independently to a wide variety of off-site locations

Qualifications

• University / College degree or equivalent business qualifications.
• Minimum 3 years Expeditors experience.
• Proven work experience in business development
• Knowledge of Expeditors’ products and services
• Knowledge of required Expeditors’ operating systems
• Proficient in MS Office and CRM Software
• Ability to define, develop and document business processes and procedures
• Strong presentation skills
• Strong analytical skills
• Proven problem solving and interpersonal skills
• Excellent PC skills including word processing, presentation and spread sheet programs.

Additional Information

Training Requirements:

• Meet company standards of 52 hours training per year, including as needed management/leadership training

Education and Experience:

• 2 years of industry specific qualification (country specific)