Account Support Manager

Company Description

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 is to 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
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.

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 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 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.

Qualifications

• University or equivalent business qualifications
• Minimum 3 years Expeditors or industry experience
• Proven project management skills
• Strong analytics skills
• Ability to perform and meet KPI requirements
• Strong organization skills and manage effective communication
• Fluent in English
• Fluent in Spanish

Additional Information

EXPEDITORS CORE COMPETENCIES

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.