Account Support Manager (Nhân Viên Hỗ Trợ Quản Lý Khách Hàng)

Mô tả công việc
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SCOPE OF POSITION
Protect and retain the existing business.
Strengthen engagement across the customer network.
Proactively identify and develop additional opportunities.
Improve service follow up and account penetration.
Reduce business risk associated with such a high level of volume concentration.
Ensure adequate AM coverage for our other strategic customers.
REPORTING STRUCTURE
Individual reports directly into a Customer Retention & Development Manager.
JOB EXPECTATIONS & KEY RESPONSIBILITIES
Dedicate yourself to the success of Expeditors' and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
Communicate and collaborate with the account team on areas of potential risk or exposure to the customer's business
Track shipments and in transit monitoring (both at origin & destination) when needed.
Provide and manage reporting and visibility tools to the customer.
Design, set up and maintain any ad hoc reporting requests and ensure data is accurate, timely and complete.
Drive process improvement throughout your district and network.
Maintain & update SOPs to ensure customer expectations are documented & executed within our operational teams. This includes, but is not limited to, rates, KPI expectations, and general customer service requirements.
Manage spot quotes or quoting desk when applicable.
Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
Monitor billing and receivables and assist with collections when needed.
Serve as a point of escalation within our network.
Provide assistance in resolution of claims and disputes.
Be involved with EDI resolution & EDE management when needed.
Initiate and own CAPA management (corrective action plan) when needed and identify improvement areas in order to eliminate issues from repeating themselves.
Own the T&I process for new business segments for existing customers if applicable.