Account Support Manager
Account Support Manager
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Job Description
Scope of Position:
Manage the visibility and execution of internal processes to ensure both the customers and Expeditors service expectations are met. Work handinhand 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 GAM director if ASM is dedicated to a Global Account. Otherwise they will report directly into a Customer Retention & Development Manager of their host branch.
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.
- Communicate and collaborate with the account team on areas of potential risk or exposure to the customers 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
Qualifications :
Please refer to the Job Specification.
Additional Information :
Expeditors offers excellent benefits:
- Paid Vacation Holiday Sick Time
- Health Plan: Medical
- Life Insurance
- Employee Stock Purchase Plan
- Training and Personnel Development Program
- Growth opportunities within the company
- Employee Referral Program Bonus
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
