Account Support Manager - job 1 of 2

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. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!

SCOPE OF POSITION

Manage the visibility and execution of internal processes to ensure both the customer's and Expeditors' service expectations are met. Work hand-in-hand with the account management team to orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.

REPORTING STRUCTURE

Individual reports directly into the 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 management 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 for multiple customers.
• Design, set up and maintain any ad hoc reporting requests and ensure data is accurate, timely and complete.
• Work with Development Operations teams on any customer specialized reporting. 
• 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.
• 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.
• Provide assistance in resolution of claims and disputes.
• Support EDI projects when needed. 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.
• Support transition of any new business or new lanes from our current customers.
• Help organize customer events with sales team.
• Take on additional assignments, as required, in support of company needs.
• Travel when necessary. 

MEASUREMENT OF SUCCESS

• Customer KPIs are being met
• Customer satisfaction
• Customer Retention Rate
• Financial performance of customer
• Delivery of process improvements

Required Skills and Characteristics

• Highly proficient in excel, Power Point and Word.
• Highly proficient with data and data analysis using Excel  and other tools such as Power Bi.
• Passion to drive and support the account management team toward growing business.
• Must have time management skills, attention to detail, a sense of urgency and organizational skills.
• Oral and written proficiency in the English language.

Qualifications

• Minimum 2 years Expeditors' or industry experience. 
• Proven work experience in business development 

Expeditors offers excellent benefits:

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