Company Description
"We're not in the shipping business; we're in the information business" -Peter Rose, Expeditors Founder
Global supply chain management is what we do, but 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.
- 15,000 trained professionals
- 250+ locations worldwide
- Fortune 500
- Globally unified systems
**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.
**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
**Qualifications**:
**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.
**MEASUREMENT OF SUCCESS**
- Customer KPIs are being met
- Customer satisfaction
- Financial performance of customer
(clean AR, healthy margins, revenue growth)
- Delivery of process improvements
Additional Information
**Benefits**:
- Vacations
- Health Insurance
- Life Insurance
- Company Stock Plan
- Training & Employee Development
All your information will be kept confidential according to EEO guidelines.