"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.
SCOPE OF POSITION
Develop, maintain and measure Expeditors' world-wide activity with your customer(s). Manage all aspects of our relationship to grow revenue and deliver exceptional customer service, including local and global alignment with our execution teams and the customer(s).
REPORTING STRUCTURE
Customer Retention and Development Manager
PEER POSITION
District Sales Executive or Global Sales Executive
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.
Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram (https://insite.expeditors.com/products-services/sales/Pages/Training.aspx) to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).
Follow our established bid process (https://insite.expeditors.com/products-services/sales/Pages/Bids.aspx) and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews (https://insite.expeditors.com/products-services/acct-mt/Pages/Business-Review-Resources-.aspx) with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (https://am.collaboration.expeditors.com/Customer\Tools\Reporting/Lists/Internal%20Reporting%20%20Yields%202/Tiles.aspx) (LAM accounts).
Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
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.
Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram (https://insite.expeditors.com/products-services/sales/Pages/Training.aspx) to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).
Follow our established bid process (https://insite.expeditors.com/products-services/sales/Pages/Bids.aspx) and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews (https://insite.expeditors.com/products-services/acct-mt/Pages/Business-Review-Resources-.aspx) with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (https://am.collaboration.expeditors.com/Customer\Tools\Reporting/Lists/Internal%20Reporting%20%20Yields%202/Tiles.aspx) (LAM accounts).
Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
ONE-ON-ONE MEETING PREPARATION WITH CRDM
Account Managers are responsible to meet regularly with their CRDM/DM to ensure they are on track with meeting AM expectations. Preparation for these meetings includes the following:
Network Diagram (https://insite.expeditors.com/products-services/sales/Pages/Training.aspx) review for all key customers
IISB (https://insite.expeditors.com/products-services/sales/Pages/Training.aspx) review for all key customers
Customer Engagement Toolkit (https://insite.expeditors.com/tools-resources/documents-forms/_layouts/15/WopiFrame2.aspx?sourcedoc=/tools-resources/documents-forms/Documents/Customer%20Engagement%20Toolkit.pptx&action=default) - AM to update presentation slides (12-24) for all key customers
ERS (https://expobi.expeditors.com/Lists/All%20Reports/DispForm.aspx?ID=29390) (Expeditors Revenue Summary) for all key customers
SAS (http://chq-sasmeta02.corp.expeditors.com/SASLogon/login?service=http://chq-sasmeta02.corp.expeditors.com/SASVisualAnalyticsHub/j\spring\cas\security\check) (Yield Management) CAM-GAM Only
Yield Management Reports (https://am.collaboration.expeditors.com/Customer\Tools\Reporting/Lists/Internal%20Reporting%20%20Yields%202/Tiles.aspx) - LAM Only
Time Spent Review - start, stop, continue doing
Product-GEO-Value Add Diversification for all key customers
MEASUREMENT OF SUCCESS
Meet Expeditors AM measurement criteria as per below.
Retention Rate
Revenue Growth
Product & GEO Diversification
Relationship Alignment
QUALIFICATIONS
University or equivalent business qualifications
Minimum 3 years Expeditors' or industry experience
Proven work experience in business development
Knowledge of Expeditors' product and services
Knowledge of required Expeditors' operating systems
Proficient in MS Office and CRM software
Ability to communicate up and down management hierarchy with equal effectiveness
Strong presentation skills
Strong analytical skills
Proven problem solving and interpersonal skills
Charismatic with an ability to connect
Expeditors offers excellent benefits
Paid Vacation, Holiday, Sick Time
Health Plan: Medical, Prescription Drug, Dental and Vision
Life and Long Term Disability Insurance
401(k) Retirement Savings Plan (US only)
Employee Stock Purchase Plan
Training and Personnel Development Program
The wage for this position is $100,000 - $150,000
All your information will be kept confidential according to EEO guidelines.
