Account Manager, Enterprise

Estes Forwarding Worldwide•Richmond, VA

1d•$70,000 - $85,000•Onsite

About The Position

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch. The Enterprise Account Manager is accountable for managing all facets of assigned accounts within Estes Forwarding Worldwide, LLC. This position reports directly to the Sr. Director, Enterprise Account Management. The Enterprise Account Manager is responsible for collaborating with EFW sales, operations, and Internal SME’s while establishing and maintaining client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and onboarding of new client accounts, and ensuring a consistently high level of service, quality, and client satisfaction. To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

Requirements

Ability to interact effectively with all levels of the organization
Ability to identify issues, requirements, and opportunities involved in customer service
Excellent oral and written communication skills
Excellent project management skills
Effective time management skills
Ability to prioritize, manage time effectively, escalate issues appropriately, and keep the information confidential
Respond well to questions.
Ability to read, interpret and comply with written information and documents such as safety rules, operations/procedure manuals and maintenance instructions with a high comprehension and concentration level including the ability to meet deadlines
Ability to read and interpret complex business and/or technical documents
Ability to write comprehensive reports and detailed business correspondence
Ability to work with managers or directors and communicate ambiguous concepts
Ability to create PowerPoint presentations and present to groups across the organization including clients.
Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis
Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
Must be eligible to work in the United States.
At this time, EFW will not sponsor a new applicant for employment authorization for this position.

Nice To Haves

5-7 years of experience within the transportation industry is preferred.

Responsibilities

Develop and maintain strong, long-term client relationships with assigned accounts
Achieve assigned strategic account objectives
Work in conjunction with direct sales team members, operations leadership, IT, accounting, and the EFW Executive team to ensure open communication and provide excellent customer service
Gather information from members at all levels of the organization who can contribute information about problems and possible solutions
Research and provide possible solutions for identified process & service improvements
Recommend strategies to management and other decision makers
Develop new relationships with assigned accounts through networking and additional opportunity probing
Recommend new EFW strategies to client management and other decision-makers
Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.
Assist and direct new customer onboarding and integration. Work directly with the Manager, Corporate Projects to facilitate the Onboarding Roadmap
Assist in developing and ensuring the execution of client agreements for new accounts
Identify IT integration needs and work with assigned IT project managers
Act as the liaison between clients and all pertinent internal teams
Support the bidding and pricing process with assigned accounts
Interact with key SME’s to facilitate the timely delivery of completed projects and improvements
Communicate with major clients on a regular basis and respond to specific queries
Establish and continuously improve processes to ensure excellent client relations
Handle transactional complaints and problems in a timely and effective manner
Be a client resource for all things EFW
Provide dedicated and complete customer service support
Engineer solutions and innovative ideas to meet client needs
Prepare Business Reviews in an established cadence (monthly, quarterly, etc.)
Understand and provide business projections to all relevant parties
Monitor account performance by regularly reviewing KPIs and agreed-upon client SLAs
Work with the operational team to identify any lagging trends and improve client expectations
Define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions
Measure the effectiveness of solutions and process improvements
Support and work with the Sr. Director, Account Management, for any identified account escalations and issues with operational performance
Support and work with Sr. Director Account Management for any identified new opportunities or issues with performance
Routinely measure shipment volume levels and quickly investigate attrition or growth to determine the root cause. Escalate any identified attrition to management
Assist operational management and sales team members with SOP and IHP development
Monitor service and proactive communication execution vs SOP and IHP expectations
Regular attendance is required.
Comply with company C-TPAT and TSA security procedures.
Perform other duties as assigned.