Managed Account Administrator

FedEx • Tonawanda, NY

72d

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. The role involves managing and expanding relationships with customers, developing and maintaining a strong business relationship with senior levels of management inside the customer's organization, and serving as the customer's primary communication link and Single Point of Contact (SPOC) for all intents and purposes. Responsibilities also include coordinating the activities of, and providing direction to, other departments, anticipating/identifying and resolving problems, and designing and implementing corrective measures. The position requires interpreting requirements in customer SOP's, developing and maintaining Desk Level Procedures (DLPs) for each customer, and implementing customer satisfaction measures while assessing company performance. Additionally, the role involves preparing and presenting Customer Business Reviews (CBRs) with a focus on company service performance, recommending and overseeing investigations into root causes of service failures, and producing ad hoc reports as needed. Other duties include coordinating claims and protests, duty refunds, and duty tenders on the customer's behalf, providing subject matter expertise and mentoring, ensuring the retention and profitability of managed accounts, overseeing the implementation of new services as PMO, and maintaining industry knowledge.

Requirements

• Bachelor's degree/equivalent experience preferred
• Four (4) years of brokerage or transportation industry experience
• Experience with customs border protection and other federal agency laws, regulations, and procedures governing the customs brokerage industry
• 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
• Excellent communication skills, verbal and written
• Organizational Skills
• Inter-personal skills
• Problem solving Skills
• Ability to handle high volume of work
• Ability to handle time sensitive work
• Ability to work independently with minimum supervision
• Detail oriented
• Collaborative
• Drives for results

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)
• 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
• Perform other duties as assigned

Benefits

• Equal Opportunity Employer including, Vets/Disability
• Pay Transparency

What This Job Offers

• Job Type: Full-time
• Industry: Couriers and Messengers
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees