Account Manager

Job Description

Develop, maintain, lead and measure Expeditors' product and service deliverables to satisfy the specific needs of a Customer Account(s).

Continually seek opportunities for service enhancement and improved tactical management. Increase our share of customer business on an annual basis.

Expeditors Core Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to all Expeditors employees, regardless of position, and should not be edited.

Note that these competencies are found in employee’s My Development Plan view and in the employee’s performance evaluation in the Professional Development Center.

Exceptional Customer Service :

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary.

Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.

This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices / employees).

Job Execution :

Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network.

All activities are compliant with company policies / procedures and code of business conduct and with government regulations.

Reliability :

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration :

Displays a willingness to accomplish not only his / her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and / or customers.

Works in harmony with superiors and fellow workers without incident or delay.

Communication :

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally.

Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

Culture :

Exhibits and promotes the company’s 10 cultural attributes : Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Personal Growth and Development :

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders.

Pursues professional development goals for self, including participating in a development plan as appropriate.

Account Manager Core Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to Account Mangers and should not be edited.

Note that these competencies are found in employee’s My Personal Development Plan view in the Professional Development Center.

The scope of responsibility for these competencies may vary based on the type of account manager role (GAM, LAM etc.).

• Business Development
• Uses business acumen and strategic thinking with an ability to plan and execute effective and ongoing needs assessments;
• identify strategic improvement and value creating opportunities in line with both customers' supply chain objectives and business goals and Expeditors' initiatives;

collaborate to create and validate solutions (product, service, tech) that deliver quantifiable customer benefits; and leverage customer knowledge and relationships to influence positive outcomes.

Customer Management

Continuously builds and maintains strong relationships throughout a customer's business hierarchy in order to understand organizational dynamics, decision-making, and strategic executive alignment leading to trusted partner status.

Maintains effective oversight for customers' operational needs and optimal execution for account growth through leadership, active communication, collaboration, and advocacy both internally and with customers.

• Customer Ecosystem Expertise
• Develops and maintains knowledge and expertise for respective customer ecosystems including : market and industry intelligence;

associated product, service, and vertical knowledge; customer information systems; and supply chain expertise.

• Business Intelligence
• Develops and maintains Data Fluency combined with effective use of business intelligence tools for : information gathering, processing, and analysis;

performance management and improvement; and reporting.

Account Manager-Specific Tasks and Duties

For detailed job-specific tasks and duties completed on a regular basis by the employee, please reference the on insite.

Physical Demands

• Use of standard office equipment - computer with keyboard and mouse, phone, fax / copy / scan machine, etc.
• Functions performed primarily while seated at desk
• Travel independently to a wide variety of off-site locations

REPORTING STRUCTURE

Customer Retention and Development Manager

Qualifications

• University / College degree or equivalent business qualifications.
• Proven work experience in business development
• Knowledge of Expeditors’ products and services
• Knowledge of required Expeditors’ operating systems
• Proficient in MS Office and CRM Software
• Ability to define, develop and document business processes and procedures
• Strong presentation skills
• Strong analytical skills
• Proven problem solving and interpersonal skills
• Excellent PC skills including word processing, presentation and spread sheet programs.
14 days ago