Manager, Tradeshow Client Relationships

Estes Forwarding Worldwide•Gilbert, AZ

About The Position

The Manager, Tradeshow Client Relationships manages all aspects of assigned Tradeshow accounts at Estes Forwarding Worldwide, LLC. The role collaborates with sales, operations, internal subject-matter experts, and executive leadership to establish and maintain client relationships, coordinate client support, direct account strategies, report on relationships, and manage new-account implementation and onboarding. The position is responsible for maintaining high standards of service, quality, and client satisfaction. The manager serves as a liaison between clients and internal teams, supports account bidding and pricing, monitors performance and service-level agreements, identifies operational trends and opportunities, and develops practical solutions and process improvements. The role also maintains account and event information in CRM and Worldtrak, builds quotations and shipments, routes client shipments, and identifies opportunities to improve profitability through freight consolidation. This position works semi-autonomously and has no direct reports. Periodic travel of up to 25% is required. The work is typically performed at a desk or table in a normal office environment, with intermittent sitting, standing, walking, or stooping.

Requirements

Minimum of an associate degree and 5–7 years of experience; a combination of experience and/or education may be considered.
Excellent oral and written communication skills, including the ability to write comprehensive reports and detailed business correspondence and present to groups across the organization.
Ability to interact effectively with all levels of the organization and communicate ambiguous concepts to managers or directors.
Ability to identify customer-service issues, requirements, and opportunities.
Excellent project-management and time-management skills, including prioritization, appropriate escalation, meeting deadlines, and maintaining confidentiality.
Ability to read, interpret, and comply with written information and documents, including safety rules, operating and procedure manuals, and maintenance instructions.
Ability to read and interpret complex business or technical documents.
Problem-solving skills, including drawing inferences and using analysis or ingenuity to address moderately complex problems through prescribed or semi-standardized procedures.
Ability to travel by car, train, or plane when requested.
Valid driver's license required.
Must pass a pre-employment drug screen and random drug and/or alcohol tests, and is subject to 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.

Nice To Haves

Five to seven years of experience within the transportation industry is preferred.

Responsibilities

Develop and maintain strong, long-term relationships with assigned Tradeshow accounts and achieve assigned strategic account objectives.
Collaborate with Tradeshow sales, operations leadership, internal subject-matter experts, and the EFW executive team to ensure open communication and excellent customer service.
Gather information about problems and potential solutions, research issues, recommend strategies, and identify new opportunities through consultation, networking, and the Challenger Sales process.
Maintain CRM records, including contact information, opportunities, call notes, results, next steps, and client communications.
Own onboarding and integration for assigned new Tradeshow customers, facilitate the Onboarding Roadmap, support development and execution of client agreements, and identify IT integration needs with assigned IT project managers.
Act as the liaison between clients and relevant internal teams; support bidding and pricing, and coordinate with subject-matter experts to deliver projects and improvements on time.
Communicate regularly with major clients, respond to queries, handle complaints and problems promptly, and provide complete customer-service support for Tradeshow needs.
Establish and improve client-relations processes and engineer solutions and innovative ideas to meet client needs.
Prepare business reviews on an established cadence, provide business projections, and monitor account performance against KPIs and agreed client SLAs.
Work with operations to address lagging trends and improve performance to client expectations; analyze business problems and assess the effectiveness of solutions and process improvements.
Support the VP, Tradeshow with account escalations and operational-performance issues, and support Tradeshow operations with new opportunities and performance issues.
Measure shipment volume, investigate account attrition or growth to determine root causes, and escalate identified attrition to management.
Maintain client Tradeshow and event schedules in CRM, build opportunities, and track account growth and potential revenue.
Keep contact information current in CRM and Worldtrak; build client quotations and shipments in Worldtrak.
Route client shipments and identify opportunities to maximize profit by consolidating shipments with other account freight.
Maintain regular attendance, comply with company C-TPAT and TSA security procedures, and perform other duties as assigned.