Account Manager (Business Retention & Development)

Expeditors International of Washington, Inc.; Petaling Jaya; On-site; MYR 30,000 - 70,000; Full time

Job summary

Join a forward-thinking global logistics company that values its employees and fosters a collaborative environment. As an Account Manager, you'll play a crucial role in developing and maintaining key corporate accounts, ensuring customer satisfaction through innovative solutions and efficient operations. With a strong focus on professional growth, this position offers a unique opportunity to enhance your career while contributing to the success of a leading player in the logistics industry. If you are passionate about customer service and logistics, this is the perfect role for you.

Benefits

Group Medical Insurance

Employee Stock Purchase Plan

Training and Personnel Development Program

Qualifications

• 4-5 years experience in logistics required.
• Ability to document business processes and procedures.

Responsibilities

• Develop and maintain product and service deliverables.
• Seek opportunities for service enhancement and tactical management.

Skills

Customer Service

Project Management

Problem-Solving

Interpersonal Skills

Business Process Development

Education

University/College degree

Equivalent business qualification

Tools

MS Word

MS PowerPoint

MS Excel

Job description

Account Manager (Business Retention & Development)

• Full-time

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!

Scope of Position: Develop, maintain, lead and measure Expeditors’ product and service deliverables to satisfy the specific needs of a Corporate Account(s).
Continually seek opportunities for service enhancement and improved tactical management. Increase our share of customer business on an annual basis.

Major Duties and Responsibilities:

Account retention, Strategic responsibilities:

• Continually seek improvement in procedures and services to create more efficient and cost-effective operations.
• Continuously search for and implement cost savings within Expeditors (whether through efficiencies or hard cost savings).
• Design and manage QMR process with account input. Maintain and participate in scheduled QMRs locally.
• Manage schedule of global QMRs when applicable. Consolidate data from global QMRs.
• Involve Branch Managers or Key Department Managers in the QMR process.
• Facilitate communication amongst all key contacts and all related Expeditors contacts.
• Facilitate cooperation and positive working relationships with 3rd party vendors.
• Communicate technology updates and tools proactively.

Account retention, Tactical responsibilities:

• Maintain all account rates and tariffs.
• Keep rates current and manage yields monthly.
• Coordinate RFQs and rate requests.
• Ensure branches file ATS and advise TLI number.
• Distribute rate information within the Expeditors network promptly.
• Provide operational requirements instructions for branch DLSOPs.
• Ensure branches maintain/update DLSOPs.
• Make all branches aware of account key contacts, using email and quarterly conference calls.
• Support in-house operations representatives at the Corporate Account.
• Establish reports to evaluate Expeditors' performance.
• Set target performance metrics with the account.
• Ensure a functioning invoicing and payment process, included in DLSOP.
• Coordinate with third-party payment centers for escalation processes.
• Assist with collections on past due accounts over 30 days.
• Help resolve regional claims and disputes.
• Set up management reports for global data consistency and integrity.
• Implement cost savings by process improvements and waste elimination.
• Review account objectives via an annual business plan, updated quarterly.
• Identify opportunities and update Teamsell accordingly.
• Maintain ethical business practices, personal commitment, and attention to business details.
• Travel regionally and internationally as needed to resolve issues and maintain customer satisfaction.
• Update key customer contacts with industry news and insights.
• Maintain communication with all key contacts at various organizational levels.
• Maintain a detailed client organizational chart.
• Notify clients of service irregularities in advance.

Minimum Qualifications:

• University/College degree or equivalent business qualification with 4-5 years experience in logistics.
• Ability to define, develop, and document business processes and procedures.
• Excellent PC skills, including MS Word, PowerPoint, and Excel.
• Strong customer service, project management, problem-solving, and interpersonal skills.
• Good knowledge of computer applications and MS Office.
• Proficiency in written and spoken English.

Expeditors offers excellent benefits:

• Group Medical Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program