Account Support Manager
Posted Updated
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 customer's business
- Track shipments and in transit monitoring (both at origin & destination) when needed.
- 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.
- 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
- University Graduate or above in Business Administration or related fields.
- Minimum 3 years’ proven account management experience in global logistics with high customer focus, action-oriented.
- Excellent communication & presentation skills to look for a the best practice solution through negotiation.