"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.
19,000 trained professionals
350+ locations worldwide
Fortune 500
Globally unified systems
Scope of Position:
Develop, maintain, lead and measure Expeditors' product and service deliverables to satisfy the specific needs of a Customer Account(s). Continually seek opportunities for service enhancement and improved tactical management. Increase our share of customer business on an annual basis.
Key Responsibilities
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.
Account Manager Core Competencies
This section lists the core business-critical skills, knowledge and behavior applicable to Account Mangers and should not be edited. Note that these competencies are found in employee's My Personal Development Plan view in the Professional Development Center. The scope of responsibility for these competencies may vary based on the @type of account manager role (GAM, LAM etc.).
Business Development
Uses business acumen and strategic thinking with an ability to plan and execute effective and ongoing needs assessments; identify strategic improvement and value creating opportunities in line with both customers' supply chain objectives and business goals and Expeditors' initiatives; collaborate to create and validate solutions (product, service, tech) that deliver quantifiable customer benefits; and leverage customer knowledge and relationships to influence positive outcomes.
Customer Management
Continuously builds and maintains strong relationships throughout a customer's business hierarchy in order to understand organizational dynamics, decision-making, and strategic executive alignment leading to trusted partner status. Maintains effective oversight for customers' operational needs and optimal execution for account growth through leadership, active communication, collaboration, and advocacy both internally and with customers.
Customer Ecosystem Expertise
Develops and maintains knowledge and expertise for respective customer ecosystems including: market and industry intelligence; associated product, service, and vertical knowledge; customer information systems; and supply chain expertise.
Business Intelligence
Develops and maintains Data Fluency combined with effective use of business intelligence tools for: information gathering, processing, and analysis; performance management and improvement; and reporting.
Account Manager-Specific Tasks and Duties
Manage assigned customer accounts and maintain strong day-to-day customer relationships.
Deliver a high level of customer service and support overall customer satisfaction.
Identify opportunities to expand business within existing accounts.
Build relationships across customer organizations beyond the primary point of contact.
Partner with internal teams to support service delivery and help address customer needs.
Help identify, communicate, and resolve service issues in a timely manner.
Maintain accurate customer information, account activity, and follow-up actions.
Participate in customer meetings and business reviews as needed.
Support continuous improvement in service, communication, and account management practices.
Monitor account activity and support reporting or KPI follow-up where applicable.
System & Tools & Account Administration
Proper Customer Organization structure in CRM following the company's global standards.
CRM input and management always ensuring data integrity.
Assist in creating and maintaining Customers SOPs and ensure full ownership of tactical responsibilities by operation and customer service teams.
Set the right expectations internally as well as externally with the customers.
Leverage and implement Expeditors reporting tools and value add solutions internally and externally with all selected customers.
Evaluate their usage and quantify their cost savings/cost avoidance.
Utilize corporate approved templates and presentations and customize when necessary.
Retention
Establish proper customer business mapping to ensure complete understanding of customer's global business, stakeholders, spending, strategy, goals, etc.
Create and communicate a global strategic business plan in alignment with the customers mapping and Expeditors goals.
Ensuring global visibility and collaboration across Expeditors network (Strategic updates, KPls, service deliverables, initiatives, etc.)
Penetrate customers organizational structure at all levels, developing relationships beyond the main point of contact at all locations.
Initiate value-added solutions based on Expeditors service offerings and technology.
Ensure and drive the appropriate global alignment and engagement with the customer through meetings and reviews.
Development
Pursue a larger global wallet share with all customers, while promoting up and cross selling with all customers at all locations.
Collaborate with the various departments and branches through regular meetings and joint calls to promote existing and new service offerings at all locations.
Ownership, accountability, and ongoing management of global pipeline and opportunities to ensure a healthy growth potential and faster business closure.
Promote Expeditors marketing activities and customer events.
Schedule regional & international travel when necessary to address global business need and growth potential.
Continuous review of customers revenue report and analysis aimed at identifying "at risk" customers and negative trends.
Physical Demands
Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.
Write with pencil/pen/marker
Functions performed primarily while seated at desk
Travel independently to a wide variety of off-site locations
University / College degree or equivalent business qualifications.
Proven work experience in account management, customer service, business development, logistics, supply chain, or a related field.
Strong customer service and relationship-building skills.
Strong verbal and written communication skills.
Ability to clearly document and communicate customer requirements.
Strong problem-solving skills and the ability to coordinate issue resolution across teams.
Ability to manage multiple priorities and maintain consistent follow-up.
Proficiency with Microsoft Office and other business systems or CRM tools, where applicable.
Strong attention to detail and organizational skills.
Experience supporting complex customer accounts across multiple stakeholders or locations.
Presentation skills.
Project management skills.
Experience identifying growth opportunities within existing customer accounts.
Experience working in a cross-functional service environment.
Benefits
Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
Holidays (10)
Flexible Days (2)
Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
401(k) Retirement Savings Plan with employer match
Employee Stock Purchase Plan (ESPP)
Medical, Prescription Drug, Dental & Vision Coverage
Health Savings Account (HSA)
Life and Disability Insurance
Paid Parental Leave (additional eligibility criteria)
Dependent Care Flexible Spending Account (DC FSA)
Employee Assistance Program (EAP)
Training and Personnel Development Program
Reporting Structure:
Customer Retention and Development Manager
