Job Description
Develop, maintain, and manage Expeditors world-wide activity with one of our industry-leading, top global customers to achieve optimum business retention and development. Ensure that customer's cross-functional and geographical operational requirements are proactively identified and serviced. Acting as the chief revenue growth champion and orchestrator for global strategic business planning and execution by leveraging global relationships, your industry knowledge, and Expeditors product, geo, and service leadership. Deliver world class business reviews and workshops tailored to your customer that drive further collaboration between Expeditors and the customer with a focus on value creation and cost reduction as measured through business intelligence. Drive alignment and co-collaboration efforts in multiple geo's to identify customer's top supply chain priorities and challenges. Work with Expeditors senior executives and product & geo management to create value-add solutions that are timely and relevant to the customer's ecosystem. Increases Expeditors' revenues and profitability through providing enhanced valued-added service.
Scope of Position
To create a unique Expeditors customer experience through total ownership of and accountability to:
- Understand global customers' profile, needs and expectations.
- Retain existing business and continuous pursuit of global business development.
- Create a strategic and mutually beneficial relationship for Expeditors with the customer worldwide
- Maintain ownership of existing identified accounts, to improve the level of customer service, while increasing business opportunities.
Reporting Structure
District Customer Retention and Development Manager
Responsibilities and Duties
- Strengthen relationships with existing accounts.
- Penetrate organizational structure for accounts and develop relationships at all levels beyond main point of contact.
- Understand customers’ business and strategy and our role with the customer.
- Ensure customer satisfaction and follow up.
- Communicate service issues to Department Managers/Supervisors.
- Identify opportunities and grow business from existing house accounts.
- Assist with collections when needed.
- Manage client profiles and updates on the CRM
- Build territory maps showing number of accounts located in each city
- Fluent in EI systems and demos in order to provide technical updates to accounts
- Share weekly schedule with all Departments to help coordinate and participate in joint account visits.
- Turn major business opportunities and proposals over to Sales and operational issues to Ops.
- Management of Business Reviews
- Continually seek improvement in procedures and services to create more efficient and cost-effective operations.
- Assume lead responsibility for the efficient delivery of all (branch) services.
- Ensure that a functioning and agreed upon invoicing - payment process is in place.
- Initiate value add solutions based on Expeditors service offerings and technology.
System, Tools & Account Administration
- Proper Customer Organization structure in CRM following the company's global standards.
- CRM input and management always ensuring data integrity.
- Assist in creating and maintaining Customers SOPs and ensure full ownership of tactical responsibilities by operation and customer service teams.
- Set the right expectations internally as well as externally with the customers.
- Leverage and implement Expeditors reporting tools and value add solutions internally and externally with all selected customers.
- Evaluate their usage and quantify their cost savings/cost avoidance.
- Utilize corporate approved templates and presentations and customize when necessary.
Retention
- Establish proper customer business mapping to ensure complete understanding of customer's global business, stakeholders, spending, strategy, goals, etc.
- Create and communicate a global strategic business plan in alignment with the customers mapping and Expeditors goals.
- Ensuring global visibility and collaboration across Expeditors network (Strategic updates, KPls, service deliverables, initiatives, etc.)
- Penetrate customers organizational structure at all levels, developing relationships beyond the main point of contact at all locations.
- Initiate value-added solutions based on Expeditors service offerings and technology.
- Ensure and drive the appropriate global alignment and engagement with the customer through meetings and reviews.
Development
- Pursue a larger global wallet share with all customers, while promoting up and cross selling with all customers at all locations.
- Collaborate with the various departments and branches through regular meetings and joint calls to promote existing and new service offerings at all locations.
- Ownership, accountability, and ongoing management of global pipeline and opportunities to ensure a healthy growth potential and faster business closure.
- Promote Expeditors marketing activities and customer events.
- Schedule regional & international travel when necessary to address global business need and growth potential.
- Continuous review of customers revenue report and analysis aimed at identifying “at risk” customers and negative trends.