Service Provider Manager

Descripción de la empresa“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors FounderGlobal 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.- 18,000 trained professionals- 250+ locations worldwide- Fortune 500- Globally unified systemsDescripción del empleoSUMMARY DESCRIPTION:Qualify, engage, develop, maintain, and measure Expeditors district activities with service providers. Manage all aspects of Expeditors relationship with the district service providers to achieve optimum value and provide exceptional customer service.KEY RESPONSIBILITIES:**People**:- Ensure and assist supervisors and key staff with goal setting and monitoring.- Plan for and hold effective meetings with the relevant audience.- Train branch management on systems and data management.- Coach for development within and outside the own field of expertise.- Meet company standards of 52 hours training per year, including as needed management/leadership training**Operations**:- Collaborate with Products & Services to identify the need for a new service provider and outline service expectations, coordinate the completion of risk assessment and facilitate the RFQ process to select the better provider.- Ensure service provider, at a minimum, meets our compliance and operational requirements. Properly establish the service provider profile in the system, baseline KPIs, support with the mapping of processes and communicate status to respective users.- Drive for continuous improvements. Highlight value of the relationship to the service provider as well as our branch (i.e.: cost savings, standards improvement) and actively participate in the preparation of the appreciation event.- Work closely with the regional service provider manager to learn about program updates and communicate the same to branch personnel- Work closely with DM and branch personnel to establish service expectations and measurements for new and existing service providers- Consistently review and report on branch and service provider performance program standards and expectations- Ensure the service provider has a proactive focus on innovation and continued improvement- Develop and continuously maintain Business Plan to identify Expeditors’ vision, key performance indicators, and measures for success while identifying resources needed to reach these objectives- Maintain daily/weekly oversight of profile requirements, set metrics with service provider, always looking for areas for improvement- Ensure all service provider GCIs are accurately set up and properly used by operations- Conduct monthly / quarterly reviews with service providers to revisit the business plan, discuss improvement opportunities, confirm resolution to service failures, highlight successes and record notes for continued follow up- Utilize, consult, inform, and incorporate Expeditors’ management and staff where appropriate to develop and achieve goals of joint business plan.- Establish and monitor performance standards for all activities, escalate to DM and regional service provider manager.**Customer**- Manage and or participate in the RFQ process- Maintain and perform quarterly scheduled scorecard reviews of all critical areas of the relationship- Ensure all service provider complaints / compliments and calls are entered in the CRM (Company Relationship Management), shared with the service provider and follow up on resolution actions**Finance**:- Constantly drive service improvements to create efficiency of operations and lower costs- Provide assistance in resolution of claims and disputes; credit and collections.**Compliance**:- Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.- Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.- Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.**Culture**:- Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.Systems:- Be open to implementing new system changes and enhancements into your department.- Be involved and suggest system/process improvements.- Set the tone of this environment within your department.**Requisitos**:**KNOWLEDGE, SKILLS AND BEHAVIOURS**:**Knowledge**:- Expeditors company policies and procedures knowledge- Strong market and competition knowledge- Knowledge of required Expeditors operating systems as well as excel, visio, process mapping, access.**Skills**:- Effective interpersonal skills, including proven a