[Hiring] Account Manager @Estes Forwarding Worldwide

Role Description

The Account Manager, North American & International is accountable for the day-to-day relationship with the Clients and Global Managers. This position is also responsible for establishing and maintaining positive, productive customer relations while managing daily resolution of issues.

• Collaborate with North American Operations and Sales management and Internal SMEs.
• Establish and maintain client relationships.
• Coordinate support for clients and direct client strategies.
• Report on client relationships and manage the implementation and onboarding of new client accounts.
• Ensure a consistently high level of service, quality, and client satisfaction.
• Model and act in accordance with EFW guiding principles and core values.
• Develop and maintain strong, long-term client relationships with assigned accounts.
• Research and provide possible solutions for identified issues.
• Establish and continuously improve processes to ensure excellent customer relations.
• Ensure compliance with internal quality policies, procedures, and guidelines.
• Monitor carrier delays and changes; advise Control Tower management when other carriers must be utilized.
• Manage new client onboards and develop SOPs and IHPs.
• Assist clients in gathering all requested information.
• Ensure all KPIs are being met and exceeded.
• Compile data upon request from clients.
• Consistently review EFW network for areas of improvement.
• Actively work to further develop business between EFW and clients.
• Develop new relationships with assigned accounts through networking and additional opportunity probing.
• Act as a liaison for any executive client escalations.
• Coordinate with operations, customer service, and administration on matters dealing with clients.
• Build strategic relationships with key contacts at customer organizations to understand opportunities for creating value.
• Capitalize on value creation opportunities by working closely with the sales and operations management team.
• Facilitate regular meetings with clients and relevant operations staff to evaluate performance.
• Work collaboratively with operational staff at multiple sites to ensure customer needs are met.
• Complete administrative functions in a timely manner.
• Handle transactional complaints and problems effectively.
• Maintain a high level of expertise and knowledge of products and services.
• Keep abreast of emerging technology changes and innovations.
• Regular attendance is required.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to work with managers or directors and communicate ambiguous concepts.
• Ability to present to groups across the organization.
• Ability to work independently or in a team setting, in a fast-paced environment.
• Mental and emotional capability to handle a high-stress environment.
• Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
• Demonstrated knowledge of sales concepts, methods, and techniques.
• Strong interpersonal skills (maturity, good judgment, diplomacy, and patience).
• Demonstrated skills in organization group process, problem identification, and resolution.
• Cognizant of domestic and international regulatory compliance laws and regulations related to the supply chain and transportation industry.
• Attention to detail in composing, typing, and proofing materials.
• Excellent spelling, grammar, and written/oral communication skills.
• Ability to plan, organize, and manage multiple projects and set priorities.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be 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.

Requirements

• Minimum of a Bachelor’s Degree (or equivalent) and a minimum of 2-3 years industry experience preferred.
• A combination of experience and/or education will be taken into consideration.
• Periodic travel up to 40% required.

Benefits

• 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.
• Position Pay Range: $60,000.00 - $75,000.00 annually.

Company Description

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.

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.