Managed Account Administrator

FedEx Logistics•Tonawanda, NY

17h•Hybrid

About The Position

To maintain and expand business with a portfolio of FedEx Trade Networks managed accounts by ensuring that overall service performance consistently achieves customer expectations.

Requirements

Bachelor's degree/equivalent experience preferred.
Four (4) years of brokerage or transportation industry, customs border protection and other federal agency laws, regs, and procedures governing the customs brokerage industry which must include two (2) years assisting in account management or two (2) years of customer service/engagement experience with direct customer contact required.
Required - MS Office, Outlook, Office equipment.
Interact with customers, internal staff/departments and management of all levels.
Excellent communication skills, verbal and written.
Organizational Skills.
Inter-personal skills.
Problem solving Skills.
Handle high volume of work.
Handle time sensitive work.
Ability to work independently with minimum supervision.
Detail oriented.

Nice To Haves

CCS and Broker License preferred.
Collaborative.
Drives for results.
Moderate travel required.
Mon – Fri 8am -430pm EST (Holidays as needed)
Hybrid

Responsibilities

Manage and expand relationships with customers
Develop and maintain a strong business relationship with senior levels of management inside the customer's organization
Serve as the customer's primary communication link and Single Point of Contact (SPOC) for all intents and purposes
Coordinate the activities of, and provide direction to, other departments
Anticipate/identify and resolve problems; design and implement corrective measures
Interpret requirements in customer SOP's; Develop and maintain Desk Level Procedures (DLPs) for each customer.
Develop and implement customer satisfaction measures; Assess company performance
Prepare and present Customer Business Reviews (CBRs) with focus on company service performance
Recommend and oversee investigation into root cause of service failures, along with the development of corrective actions.
Produce ad hoc reports as needed and requested from all levels of management.
Coordinate claims and protests on customer's behalf
Coordinate duty refunds on customer's behalf
Coordinate duty tenders on customer's behalf
Provide subject matter expertise and mentoring to the organization
Provide global account management as required
Ensure the retention and profitability of managed accounts
Oversee the implementation of new services as PMO
Back up to other account administrators as needed.
Training for internal as needed.
Maintain industry knowledge; Deliver counsel and advice on important trade matters
Grow business (revenue) through service expansion
Performs other duties as assigned.