Manager - Customer Performance Management

Scope of Position

• Maintain effective oversight for customers operational needs and optimal execution for account growth through leadership active communication collaboration and advocacy both internally and with customers

• Review specific customer performance Indicators from operational activities to improve customer experience and deliver value proposition to customer operations while adherence to Company policies and procedures

• Develop and maintain data fluency leveraging business intelligence tools for efficient data collection data processing analysis and reporting to drive and manage performance improvement

Major Duties & Responsibilities

• Responsible for overseeing the customers operational performance across the following key areas:
  • Purchase Order Management
  • Vendor Management
  • CFS Freight Management
  • Carrier Performance
  • Carrier Booking Management
• Responsible for conducting both tactical and strategic review of customer operations:
  • Create relevant effective objective and measurable customer measurement criteria
  • Manage the development and deployment of performance reporting according to customer KPIs where necessary
  • Proactive performance management
  • Outline future customer projects roadmap for performance management
  • Leverage network to derive best practices
  • Serve and maintain consistency across customer operations
  • Facilitate and coordinate corrective and preventive actions (CAPA) to resolve service quality issues
  • Record customer feedback in CRM system
  • Provide regular updates in Account Management Suite GAM/CAM required LAM elective
  • Facilitate customer training on Expeditors external tools
• Develop and maintain data fluency with customer
  • Perform analysis or highlight key trends on monthly/weekly data that is delivered to customer
  • Explore data and data reports to confirm our value and to identify potential value opportunities
  • Maximize efficiency by leveraging common data sets across multiple reporting & analysis tasks
• Maintain consistent connection with districts/ geo involved in handling shipments for your customers to ensure alignment on expectations and that theyre set up for success in their operational handling of your customers shipments
• Conduct regular reviews of SOPs to confirm they are current relevant and effectively communicated to all necessary stakeholders
• Maintain regular check-in with operations to ensure operational performance is meeting customer expectations
• Develop customer specific process flows and network diagrams for critical segments of business and identify industry trends that may impact the operational performance on the account
• Work closely with our Global Product Integration Team to create and improve EDI standards and procedures to meet customer EDI expectations  
• Monitor EDI reports and ensure that customer EDI expectations are met
• Lead the interaction and integration with other Expeditors products to develop customized solutions for our customer or specific account
• Perform additional duties as assigned by the management to meet the future development

Qualifications :

• College graduate or actively pursuing a degree
• Industry skills including at least 5-8 years of strong product knowledge
• Effective interpersonal skills with ability to listen understand and communicate clearly and effectively to obtain positive results
• Proficient in PC applications including Windows Excel Word Visio and PowerPoint
• Excellent written and verbal communication skills
• Excellent public speaking and presentation skills
• Willingness to travel approximately 10% 30% of the time

Additional Information :

Application Closing Date: 18th July 2025

Position Location: Position may be based in Hanoi Ho Chi Minh Jakarta Hong Kong Shanghai or Shenzhen

Expeditors offers excellent benefits:

• Full time job contract
• Ability to develop
• Professional Training Plan
• Health insurance program
• Professional of working environment

Remote Work :

No

Employment Type :

Full-time