Service Provider Manager

Job Description

Job Description

Company Description

We’re not in the shipping business; we’re in the information business -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but 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.

• 15,000 trained professionals
• 250+ locations worldwide
• Fortune 500
• Globally unified systems

Job Description

Summary Description :

Qualify, engage, develop, maintain, and measure Expeditors' district activities with service providers. Manage all aspects of Expeditors' relationship with the district service providers to achieve optimum value and provide exceptional customer service.

Responsibilities and Duties :

• Ensure and assist supervisors and key staff with goal setting and monitoring
• Plan for and hold effective meetings with the relevant audience
• Train branch management on service provider related systems and data management
• Coach for development within and outside own field of expertise
• Collaborate with and assist Products & Services to identify the need for a new service provider and outline service expectations, coordinate the completion of risk assessment and facilitate the RFQ process to select the better provider
• Ensure branch is using approved providers who at a minimum, meet our compliance and operational requirements. Properly establish the service provider profiles in the system, baseline KPIs, support with the mapping of processes and communicate status to respective users
• Monitor service provider compliance and performance with standards, participate in risk assessments and conduct business reviews, as needed, develop a plan to improve all areas of execution, promote and monitor the application of good environmental practices,

adherence to compliance and security standards, investment in technology, process improvement, and growing the relationship

Drive for continuous improvements. Assist management in highlighting value of the relationship to the service provider as well as our branch (i.

e., cost savings, standards improvement) and actively participate in the preparation of service provider appreciation events and activities

• Work closely with the Regional Service Provider Manager to learn about program updates and communicate the same to branch personnel
• Work closely with District Manager and branch personnel to establish service expectations and measurements for new and existing service providers
• Consistently review and report on branch and service provider performance program standards and expectations
• Ensure the service provider has a proactive focus on innovation and continued improvement
• Once trained and proven proficient in role, additional responsibilities outside of Service Provider Manager capacity to be explored, identified, and assumed.
• Maintain daily / weekly oversight of profile requirements, set metrics with service provider, always looking for areas for improvement
• Ensure all service provider GCIs are accurately set up and properly used by operations
• As necessary, assist Product Managers in conducting quarterly reviews with service providers, discuss improvement opportunities, confirm resolution to service failures, highlight successes and record in CRM for continued follow up
• Utilize, consult, inform, and incorporate Expeditors’ management and staff where appropriate to develop and achieving joint goals and win / win opportunities
• Establish and monitor performance standards for all activities, escalate as necessary to DM and Regional Service Provider Manager
• Ambassador to customer and prospective customers on our service provider management program benefits
• Ensure all customer service provider complaints / compliments are entered in the CRM (Company Relationship Management), shared with the service provider and follow up on resolution actions
• Ensure timely payment to all service providers
• Constantly drive service improvements to create efficiency of operations and lower costs
• Provide assistance in resolution of claims and disputes; credit and collections
• Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and guidelines
• Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings
• Proactively promote the company’s 10 cultural attributes : Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Be open to implementing new system changes and enhancements into your department
• Be involved and suggest system / process improvements

Document Owner : Training & Personnel Development Version 1 September 2023

Set the tone of this environment within your department and branch

Qualifications

• Expeditors company policies and procedures knowledge
• Strong market and competition knowledge
• Knowledge of required Expeditors operating systems as well as excel, visio, process mapping, access
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
• Good Microsoft Office skills (Excel, Word etc.)
• Ability to create / write and articulate business plans
• Demonstrated customer service skills and proven interpersonal skills
• Self-reflecting and open to feedback
• Initiative and ability to work in autonomy
• Role model of integrity and pride for all employees
• High school degree or equivalent business qualifications
• Minimum four years Expeditors / industry experience

Additional Information

Salary : $67724.80 per year, eligible for bonus.