Account Manager, North American & International

Estes Forwarding Worldwide•Remote,

9d•$60,000 - $75,000

About The Position

The Account Manager, North American & International, manages day-to-day relationships with clients and Global Managers, establishes and maintains productive customer relations, and coordinates the resolution of issues. The role collaborates with North American Operations, Sales management, and internal subject-matter experts to support clients, direct client strategies, report on relationships, onboard new accounts, and help maintain high service quality and client satisfaction. The position develops long-term client relationships, identifies and addresses service issues, monitors carrier performance, supports client implementations, tracks KPIs, and seeks opportunities to improve the EFW network and grow business. It also coordinates with operations, customer service, administration, and sales; handles escalations and complaints; and maintains expertise in EFW products, services, and relevant industry developments. The role functions semi-autonomously, has no direct reports, and requires periodic travel of up to 40%.

Requirements

Minimum of a bachelor’s degree or equivalent; a combination of experience and/or education may be considered.
Minimum of 2–3 years of industry experience preferred.
Ability to read and interpret complex business and/or technical documents and write comprehensive reports and detailed business correspondence.
Ability to work with managers or directors and communicate ambiguous concepts, and to present to groups across the organization.
Ability to work independently or as part of a team in a fast-paced environment and handle a high-stress environment.
Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
Demonstrated knowledge of sales concepts, methods, and techniques.
Strong interpersonal, consulting, and presentation skills, including maturity, good judgment, diplomacy, and patience.
Skills in organization, group process, and problem identification and resolution at strategic and functional levels.
Knowledge of domestic and international regulatory compliance laws and regulations related to the supply chain and transportation industry.
Attention to detail, including composing, typing, and proofreading materials, establishing priorities, and meeting deadlines.
Excellent spelling, grammar, and written and oral communication skills.
Ability to plan, organize, and manage multiple projects and set priorities.
Must pass a pre-employment drug screen and may be subject to random drug and/or alcohol tests and a criminal history background check.
Must be eligible to work in the United States; EFW will not sponsor a new applicant for employment authorization for this position.

Responsibilities

Model and act in accordance with EFW guiding principles and core values.
Develop and maintain strong, long-term relationships with assigned clients and accounts.
Research and provide possible solutions for identified issues, and improve processes to support excellent customer relations.
Ensure compliance with internal quality policies, procedures, and guidelines.
Monitor carrier delays and changes, and advise Control Tower management when other carriers may be needed to improve delivery consistency or pricing.
Manage new client onboarding and develop SOPs and IHPs.
Assist clients in gathering requested information, compile data upon request, and ensure KPIs are met or exceeded.
Review the EFW network for improvement opportunities and work to develop business between EFW and clients.
Develop new account relationships through networking and probing for additional opportunities.
Serve as a liaison for executive client escalations and coordinate with operations, customer service, and administration on client matters.
Build strategic relationships with key customer contacts to identify opportunities to create value.
Work with sales and operations management to develop workable solutions to customer needs.
Facilitate regular meetings with clients and relevant operations staff to review performance and discuss client challenges and plans.
Collaborate with operational staff across multiple sites to meet customer needs and expectations.
Complete administrative functions in a timely manner and handle transactional complaints and problems effectively.
Maintain expertise in products and services and stay informed about technology changes and industry developments.
Maintain regular attendance and comply with company C-TPAT and TSA security procedures.
Perform other duties as assigned.