Account Support Manager
Expeditors International B.V
Hanoi, Vietnam
2 ngày trước

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.

  • 18,000 trained professionals
  • 250+ locations worldwide
  • Fortune 500
  • Globally unified systems
  • 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 management team to orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.

    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 management 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; 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 (Transition & Implementation) process for new business segments for existing customers if applicable.
  • Manage new projects and / or existing projects from conception to delivery with an applied framework.
  • MEASUREMENT OF SUCCESS

  • Customer KPIs are being met
  • Customer satisfaction
  • Financial performance of customer (clean AR, healthy margins, revenue growth)
  • Delivery of process improvements
  • Business retention and development (if development is possible).
  • REPORTING STRUCTURE

    Customer Retention and Development Manager

    Qualifications

  • University or equivalent business qualifications
  • Minimum 1 years Expeditors or industry experience
  • Proven work experience in business development
  • Knowledge of Expeditors products and services
  • Strong presentation skills
  • Ability to perform and meet KPI requirements
  • Proven problem solving and interpersonal skills
  • Good knowledge with Microsoft Office, especially on Microsoft Excel and PowerPoint.
  • Additional Information

    Expeditors offers excellent benefits

  • Paid Vacation, Holiday, Sick Time
  • Medical Health Insurance
  • Training and Personnel Development Program
  • 14 annual leave days per year
  • Good personal income
  • Performance Bonus
  • All your information will be kept confidential according to our company policy.

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