On-site Account Support Manager

hace 3 semanas

Apodaca, México Expeditors A tiempo completo

Company Description
“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 16,000 trained professionals in a worldwide network of over 329 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customize solutions and seamless, integrated information systems. Our services include the consolidation and forwarding air or ocean freight. Customs brokerage, vendor consolidation, cargo insurance, time-define transportation. Order and Risk Management, Warehousing. Distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

Job Description**
Scope of Position**

Building and strengthening the relationship with our key contacts. Create a unique Expeditors experience by total commitment to our customer’s operational needs and expectations. Provide operational support to Customer’s import/export activity for Monclova and Sabinas Plants to achieve service goals.

**Responsibilities**:

- Develop the relationship with our customer, driving customer satisfaction and collaboration with the operational teams.
- Facilitate and support daily operations, projects & improvement plan tasks as needed.
- Provide support to meet MX Import and Export lead times
- Provide central point of Liaison between Logistics, Compliance and Expeditors operations teams.
- Provide onsite support at customers facility, to ensure the operation flows smoothly
- Provide support to resolve operational issues as they arise.
- Provide customer reports timely and correctly as assigned by CAM.
- Assist, guide and support customer in their day-to-day customs and/or logistic activities as indicated CAM.
- Ensure that customer requirements and SOP are followed as it relates to operational requirements.
- Monitor and measure performance and service execution as indicated by CAM.
- Escalate issues and support to identify root causes and follow on the resolution.
- Participate in face to face and zoom meetings with the customer needed.
- Actively participate in the transition of new business lanes/updates to existing business as needed.
- Support Account Management team in understand, document and proactively anticipate customer’s needs, expectations.
- Communicate customer’s expectations to our teams and properly escalate to CAM.
- Document all customer’s operational touchpoints in CRM.
- Be constantly updated with the resources/tools available.
- Other job function indicated by Corporate Account Manager.
**Key Deliverables**:
Proactively monitor the following key metrics to achieve the expected results:

- Customer Loyalty
- Minimum 98% customer retention rate.
- People - Self-development
- Complete 52 hours training per year (4.33 per month) making sure you are taking the latest trainings for your area of responsibility.
- Complete all mandatory training timely.
- Operational Performance
- SOP revision twice per year for operational processes.

**Qualifications**:
To be the most effective in this position we are looking for the following skills and experience:

- Bachelor's degree in Logistics or other related education (preferred)
- 2-5 years Expeditors/Industry experience in US/MX brokerage
- Leadership skills
Customer Satisfaction oriented.
- Strong interpersonal and communication skills, ability to communicate at all levels written and oral communication and presentations.
- Ability to influence and develop relationships with customers and employees at all levels.
- Strong time management skills and attention to detail.
- Process oriented
- Process mapping and procedures writing knowledge.
- Problem solving and business analytical skills. (preferred)
- Ability to complete work within standard procedures, guidelines and office policies.
English and Spanish fluency.
- Commitment to Exemplify Expeditors’ culture at all times.
**Expeditors Culture**:

- Exemplify and Teach Our Culture, Mission and Goals.
- Follow the 10 Critical Success Factor.
- Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.
- Build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the department.
**SECURITY, HEALTH AND SAFETY**:

- Responsible in informing the Branch Health and Safety Representative immediately of any unsafe condition, incident or accident that could put employees at risk in the workplace.

Additional Information
Expeditors offers excellent benefits
- Paid Vacation, Holiday
- Health Plan
- Life Insurance
- Employee Stock Purchase Plan
- Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

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