SCOPE OF POSITION
Ensure customer service expectations are met, especially as they relate to data quality and integrity. Orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.
REPORTING STRUCTURE
There are two potential reporting lines. 1. reports directly into a GAM director if ASM is dedicated to a Global Account. 2. reports directly into a Customer Retention & Development Manager of their host branch.
PEER POSITIONS
Account Manager, Customer Business Analyst, AR Specialist
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.
- Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
- Provide reporting and visibility tools to the customer.
- Drive process improvement throughout your district and network.
- Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
- Manage spot quotes or quoting desk when applicable.
- Serve as a point of escalation within our network.
- Ensure proactive communication to customers on service irregularities.
- Track shipments and in transit monitoring (both at origin & destination) when needed.
- Provide communication to customers on out of scope shipments.
- Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
- Design, set up and maintain any ad hoc reporting requests.
- Ensure data is accurate, timely and complete.
- Manage F2F shipments – if applicable.
- Monitor billing and receivables and assist with collections when needed.
- Provide assistance in resolution of claims and disputes.
- Be involved with EDI resolution & EDE management when needed.
- Own the T&I process for new business segments for existing customers if applicable.
- Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
- Ensure CRM family trees, and customer organizations are up to date.
- Escalate through the appropriate channels when customer is at risk.
- Pass on sales leads or other opportunities when uncovered.
MEASUREMENT OF SUCCESS
- Customer KPIs are being met
- Customer satisfaction
- Financial performance of customer (clean AR, healthy margins, revenue growth)
- Delivery of process improvements
