Company Description
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!
Job Description
SCOPE OF POSITION
Ensure customer service expectations are met, especially as they relate to data quality and integrity. Orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.
REPORTING STRUCTURE
- Direct reporting to Customer Retention Development Manager
PEER POSITIONS
Account Manager, Customer Business Analyst, AR Specialist
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.
- Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
- Provide reporting and visibility tools to the customer.
- Drive process improvement throughout your district and network.
- Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
- Manage spot quotes or quoting desk when applicable.
- Serve as a point of escalation within our network.
- Ensure proactive communication to customers on service irregularities.
- Track shipments and in transit monitoring (both at origin & destination) when needed.
- Provide communication to customers on out of scope shipments.
- Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
- Design, set up and maintain any ad hoc reporting requests.
- Ensure data is accurate, timely and complete.
- Manage F2F shipments – if applicable.
- Monitor billing and receivables and assist with collections when needed.
- Provide assistance in resolution of claims and disputes.
- Be involved with EDI resolution & EDE management when needed.
- Own the T&I process for new business segments for existing customers if applicable.
- 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.
- Pass on sales leads or other opportunities when uncovered.
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
- Knowledge of Expeditors product and services
- Knowledge of required Expeditors operating systems
- 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.
Additional Information
Expeditors offers excellent benefits
- Paid Vacation, Holiday, Sick Leave
- HMO, Dental & Life Insurance
- Employee Stock Purchase Plan
- Training and Personnel Development Program
All your information will be kept confidential according to EEO guidelines.
What We Do
Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 (374) company, we employ over 16,500 trained professionals in a worldwide network of over 320 locations across six continents. Expeditors is focused on the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include air and ocean freight consolidation and forwarding, vendor consolidation, customs clearance, cargo insurance, distribution and other value-added logistics services.
We pride ourselves on being a solutions-based organization that takes the time to understand each customer's individual business needs. As a non-asset based organization, we have considerable flexibility when managing customers' supply chains. Our relationships with local suppliers and global air and ocean partners provides our customers with the best routing and pricing options. Expeditors' comprehensive, flexible spectrum of services is supported by leading-edge information technology providing the highest level of end to end visibility.
To maintain consistent quality and customer service across the globe, Expeditors has regional headquarters located in London, Dubai, Shanghai and Singapore.
At Expeditors, our industry professionals, award winning processes and globally unified systems ensure that we always live up to our promise, "You'd be surprised how far we'll go for you."
