Manager, Enterprise Account Support

Estes Forwarding Worldwide-posted 12 days ago
Full-time • Mid Level
Richmond, VA
1,001-5,000 employees
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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. We are proud to offer highly competitive pay and a comprehensive benefits package, including: Paid vacation, sick time, and holidays 401(k) plan with company match Medical, dental, and vision insurance Short- and long-term disability plans Life and accidental death & dismemberment insurance Job referral bonus program The Manager, Enterprise Account Support is a support and development role, accountable for co-managing assigned accounts within Estes Forwarding Worldwide, LLC, in coordination with an Enterprise Account Manager. This position reports directly to the Sr. Director, Enterprise Account Management. The Manager, Enterprise Account Support is responsible for collaborating with EFW sales, operations, and Internal SME’s while establishing and maintaining client relationships, coordinating and facilitating support for clients, helping EAMs with client strategies, reporting on client relationships, co-managing the implementation and on-boarding 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.

  • Develop and maintain strong, long-term client relationships within the EAM assigned accounts.
  • Work in conjunction with the EAM to help support 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 potential solutions.
  • Assist the EAM with researching and providing solutions for identified process & service improvements.
  • Recommend strategies to EAMs, management, and other internal decision makers.
  • Help the EAM to develop new relationships with assigned accounts through networking and additional opportunity probing during MBR, QBRs, and organic customer conversations.
  • Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc., are updated in the system.
  • Co-assist and co-direct with the EAMs on new customer onboarding and integration.
  • Assist in developing and executing client agreements for new accounts.
  • Help identify IT integration needs and work with assigned IT project managers.
  • With EAM support, act as the liaison between clients and all pertinent internal teams.
  • Support the EAM during 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 EAMs on major clients regularly and respond to specific queries.
  • Handle transactional complaints and problems in a timely and effective manner.
  • Help the EAM engineer develop solutions and innovative ideas to meet client needs.
  • Prepare Business Reviews in an established cadence (monthly, quarterly, etc.).
  • Help the EAM 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.
  • Measure the effectiveness of solutions and process improvements.
  • Support and work with the EAMs and the Sr. Director, Account Management, for any identified account escalations and issues with operational performance.
  • Assist operational management and sales team members with SOP and IHP development.
  • Regular attendance is required.
  • Comply with company C-TPAT and TSA security procedures.
  • Perform other duties as assigned.
  • Ability to define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions.
  • Ability to read and interpret complex business and/or technical documents.
  • Ability to write comprehensive reports and detailed business correspondence.
  • Excellent oral and written communication skills.
  • Ability to prioritize, manage time effectively, and escalate issues appropriately.
  • Ability to work with managers or directors and communicate ambiguous concepts.
  • Ability to present to groups across the organization.
  • 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 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 be eligible to work in the United States.
  • Minimum of a Bachelor's degree (or equivalent) and 1-2 years of experience within the transportation industry is preferred. However, a combination of experience and/or education will be taken into consideration.
  • Paid vacation, sick time, and holidays
  • 401(k) plan with company match
  • Medical, dental, and vision insurance
  • Short- and long-term disability plans
  • Life and accidental death & dismemberment insurance
  • Job referral bonus program
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