Account Support Management

SCOPE OF POSITION

Manage the visibility and execution of internal processes to ensure both the customers and Expeditors service expectations are met. Work hand-in-hand with the account 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 a Customer Retention & Development Manager.

Qualifications :

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 customers business
• 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.
• Provide assistance in resolution of claims and disputes.
• Initiate and own CAPA management (corrective action plan) when needed and identify improvement areas in order to eliminate issues from repeating themselves.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends and improvement opportunities through analysis.
• Ensure CRM family trees and customer organizations are up to date.
• Escalate through the appropriate channels when customer is at risk.
• Market analysis.

MEASUREMENT OF SUCCESS

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

QUALIFICATIONS

• University or equivalent business qualifications
• Preferred work experience (min 2 years)  in operations or sales
• Knowledge of Expeditors product and services
• Proficient in MS Office and CRM software
• Strong analytics skills
• Proven problem solving skills
• Charismatic with an ability to connect
• Must have basic communication skills and emotional intelligence to represent the company professionally and competently at all times
• Proficient in English

Información adicional :

Expeditors offers excellent benefits:

• Paid Vacation
• Health Plan: Medical
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company

Remote Work :

No

Employment Type :

Full-time