Account Support Manager

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but 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.

- 15,000 trained professionals
- 250+ locations worldwide
- Fortune 500
- Globally unified systems

MEASUREMENT OF SUCCESS

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

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.

Requirements

University Graduate or above in Business Administration or related fields.; Minimum 3 years’ proven account management experience in global logistics with high customer focus, action-oriented.; Excellent communication & presentation skills to look for a the best practice solution through negotiation.