Managed Account Administrator

FedEx Logistics • Memphis, TN

1d • 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. 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 FTN 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 FTN performance Prepare and present Customer Business Reviews (CBRs) with focus on FTN 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

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.
• CCS and Broker License preferred.
• 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.
• Collaborative.
• Drives for results.
• Performs other or additional duties as assigned.
• Must be able to travel.

Responsibilities

• Maintain and expand business with a portfolio of FedEx Trade Networks managed accounts by ensuring that overall service performance consistently achieves customer expectations.
• 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 FTN 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 FTN performance
• Prepare and present Customer Business Reviews (CBRs) with focus on FTN 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

Benefits

• health insurance
• vision insurance
• dental insurance
• retirement
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees