Account Manager

Job Description

Responsibilities and Duties

For detailed job-specific tasks and duties completed on a regular basis by the employee, please reference the on insite. This section lists job-specific tasks and duties, such as the ones listed below, that are completed on a regular basis by the Account Manager. This list may be edited to the specific job role.

• Strengthen relationships with existing accounts.
• Penetrate organizational structure for accounts and develop relationships at all levels beyond main point of contact.
• Understand customers’ business and strategy and our role with the customer.
• Ensure customer satisfaction and follow up.
• Communicate service issues to Department Managers / Supervisors.
• Identify opportunities and grow business from existing house accounts.
• Assist with collections when needed.
• Manage client profiles and updates on the CRM
• Build territory maps showing number of accounts located in each city
• Fluent in EI systems and demos in order to provide technical updates to accounts
• Share weekly schedule with all Departments to help coordinate and participate in joint account visits.
• Turn major business opportunities and proposals over to Sales and operational issues to Ops.
• Management of Business Reviews
• Continually seek improvement in procedures and services to create more efficient and cost-effective operations.
• Assume lead responsibility for the efficient delivery of all (branch) services.
• Ensure that a functioning and agreed upon invoicing - payment process is in place.

Expeditors Core Competencies

This section lists the core business-critical performance expectations applicable to all Expeditors employees, regardless of position, and should not be edited. Note that these expectations are found in employee’s My Development Plan view (listed in the SKILLS tile) and in the employee’s performance evaluation in the Professional Development Center.

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 Job-Specific Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to all Account Managers globally and should not be edited. Note that these expectations are found in employee’s My Personal Development Plan view (listed in the SKILLS tile) in the Professional Development Center.

Uses business acumen and strategic thinking with ability to plan and execute effective and ongoing needs assessments. Identifies strategic improvement and value creating opportunities in line with both customers' supply chain objectives and business goals and Expeditors' initiatives. Collaborates to create and validate solutions (product, service, tech) that deliver quantifiable customer benefits. Leverage customer knowledge and relationships to influence positive outcomes.

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.

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.

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.

Acts as the subject matter expert for the manager’s scope of responsibility and related industry and provides solutions and technical assistance to customers (both internal and external).

Qualifications