Account Support Manager

Company Description

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

As a Fortune 500 company, Expeditors employs more than 18,000 trained professionals in a worldwide network of over 300 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

Job Description

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 team to orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.

• 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
• Provide and manage reporting and visibility tools to the customer.
• Drive process improvement throughout your district and network.
• Maintain & update SOP’s 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, prepare and conduct customer business reviews 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.

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

• PowerPoint skills – the Account Management Coordinator will produce high quality customer-facing presentations
• Excel skills – the Account Support Manager will generate different types of reports from Expeditors’ proprietary systems and preparate pivot tables and charts based on customer’ or Expeditors’ requirements
• PowerBI skills (desirable) – basic knowledge of updating or refreshing data, using filters, etc.
• Logistics industry experience (desirable)
• Basic EDI skills
• Basic Accounting skills
• PowerPoint skills – the Account Management Coordinator will produce high quality customer-facing presentations
• Excel skills – the Account Support Manager will generate different types of reports from Expeditors’ proprietary systems and preparate pivot tables and charts based on customer’ or Expeditors’ requirements
• PowerBI skills (desirable) – basic knowledge of updating or refreshing data, using filters, etc.
• Logistics industry experience (desirable)
• Basic EDI skills
• Basic Accounting skills

Additional Information

WHAT WE EXPECT FROM YOU:WHAT WE EXPECT FROM YOU:

• Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

• Job Execution:

Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

• Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. 

• Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.