Account Support Manager

We take care of our employees, and they take care of our customers! Become a member of a global community!

The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

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.

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.
• 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.
• 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.