Account Support Manager

Job description

SCOPE OF POSITION Ensure customer service expectations are met, especially as they relate to data quality and integrity. Orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned. JOB EXPECTATIONS & KEY

RESPONSIBILITIES

• Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
• Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
• Provide reporting and visibility tools to the customer.
• Drive process improvement throughout your district and network.
• Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
• Manage spot quotes or quoting desk when applicable.
• Serve as a point of escalation within our network.
• Ensure proactive communication to customers on service irregularities.
• Track shipments and in transit monitoring (both at origin & destination) when needed.
• Provide communication to customers on out of scope shipments.
• Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
• Design, set up and maintain any ad hoc reporting requests.
• Ensure data is accurate, timely and complete.
• Manage F2F shipments – if applicable.
• Monitor billing and receivables and assist with collections when needed.
• Provide assistance in resolution of claims and disputes.
• Be involved with EDI resolution & EDE management when needed.
• Own the T&I process for new business segments for existing customers if applicable.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
• Ensure CRM family trees, and customer organizations are up to date.
• Escalate through the appropriate channels when customer is at risk.
• Pass on sales leads or other opportunities when uncovered. *MUST BE LOCAL *

Qualifications

QUALIFICATIONS

University or equivalent business qualifications Preferred work experience (min 2 years) in operations

• Knowledge of Expeditors product and services
• Knowledge of required Expeditors operating systems
• Proficient in MS Office and CRM software
• Strong analytics skills
• Proven problem-solving skills Charismatic with an ability to connect
• Must have basic communication skills and emotional intelligence to represent the company professionally and competently at all times

Technical Skills

Strong understanding of software development principles. Experience with automation platforms such as Power Automate. Experience with Microsoft Copilot and M365 technologies. Familiarity with data structures, APIs, integrations, and system architecture. Basic understanding of AI, machine learning, LLMs, and prompt engineering. Ability to troubleshoot technical issues independently. Business Skills Strong analytical and problem-solving abilities.

Ability to understand complex operational processes. Experience translating business requirements into technical solutions. Excellent communication and stakeholder management skills.