ACCOUNT SUPPORT MANAGER

expeditors singapore pte ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Expeditors Singapore Pte Ltd is seeking an Account Support Manager to drive customer success for one of our largest global customers. You will orchestrate our network to ensure KPI and visibility requirements are effectively communicated and actioned.

You will collaborate closely with NMC, Global, Regional and District Account Managers to deliver excellent customer service and data management for external and internal customers, including leading reporting and data tools to optimize

Qualifications

• Experience coordinating cross-functional teams to support customer accounts.
• Ability to create and distribute reports and data tools.
• Strong attention to data accuracy and timeliness.
• Willingness to work flexible hours to liaise with origins in US/EU.

Responsibilities

• Act as control tower with tracking of shipment milestones and proactively report to customer.
• Communicate proactively with different key stakeholders at the customer's organization or within Expeditors.
• Prepare and submit critical reports in a timely manner.
• Ensure data is accurate, timely and complete.
• Reviews with customer depending on the customer’s need.
• Identify areas of opportunities and improvements and work closely with organisation Account Management team to support customer.
• Work with origin and destination team at organisation to achieve required lead time.
• Act as customer's representative to align agreed KPIs within target.
• Support additional projects as required by the customer or to meet the company's needs.
• Able to support flexible working hours to liaise with origins such as US and EU after office hours and be contactable.
• Provide assistance in resolution of claims and OSD.

Skills

Data management

Reporting

Stakeholder communication

Customer service

Process improvement

Job description

As an Account Support Manager, you will be part of the global team responsible for the success of one of our largest global customers.

Orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.

You will collaborate very closely with NMC, Global, Regional and District Account Managers, to support them in providing Excellent Customer Service and Data Management to our external and internal customer.

You will take the lead in creating, developing, running, and distributing a variety of reports and other data tools that help ensure shipments flow internationally in a cost efficient, timely and compliant manner. You will also handle special requests from or for the customer, such as freight bill auditing, managing project cargo requests, among others.

Key Accountabilities

• Act as control tower with tracking of shipment milestones and proactively report to customer
• Communicate proactively with different key stakeholders at the customer's organization or within Expeditors
• Prepare and submit critical reports in a timely manner
• Ensure data is accurate, timely and complete
• Reviews with customer depending on the customer’s need.
• Identify areas of opportunities and improvements and work closely with organisation Account Management team to support customer
• Work with origin and destination team at organisation to achieve required lead time
• Act as customer's representative to align agreed KPIs within target
• Support additional projects as required by the customer or to meet the company's needs
• Able to support flexible working hours to liaise with origins such as US and EU after office hours and be contactable
• Provide assistance in resolution of claims and OSD.

Measurement of Success

• Customer KPIs are being met
• Customer satisfaction
• Delivery of process improvements