Account Support Manager

Company Description

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

Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order and risk management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

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.

• 18,000 trained professionals

• 300+ locations worldwide

• Fortune 500

• Globally unified systems

At Expeditors, we recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within—more than 27 percent of our staff of 17,000 employees has been at Expeditors 10 years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs—they’re chances to grow, thrive, and do what you love.

www.expeditors.com

Job Description

SCOPE OF POSITION

Ensure customer service expectations are met, especially as they relate to data quality and integrity.  Orchestrate and engage our network  to ensure customer KPI and visibility requirements are effectively communicated and actioned. 

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.

•Ensure customer expectations are documented within the customer SOP and executed within our operational teams.

•Provide reporting and visibility tools to the customer.

•Drive process improvement throughout your district and network.

•Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.

•Manage spot quotes or quoting desk when applicable.

•Serve as a point of escalation within our network.

•Ensure proactive communication to customers on service irregularities.

•Track shipments and in transit monitoring (both at origin & destination) when needed.

•Provide communication to customers on out of scope shipments.

•Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.

•Design, set up and maintain any ad hoc reporting requests.

•Ensure data is accurate, timely and complete.

•Manage F2F shipments – if applicable.

•Monitor billing and receivables and assist with collections when needed.

•Provide assistance in resolution of claims and disputes.

•Be involved with EDI resolution & EDE management when needed.

•Own the T&I process for new business segments for existing customers if applicable.

•Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.

•Ensure CRM family trees, and customer organizations are up to date.

•Escalate through the appropriate channels when customer is at risk.

•Pass on sales leads or other opportunities when uncovered.

Qualifications

QUALIFICATIONS

• University or equivalent business qualifications 
• Preferred work experience (min 2 years)  in operations
• Knowledge of Expeditors product and services
• Knowledge of required Expeditors operating systems
• Proficient in MS Office and CRM software
• Strong analytics skills
• Proven problem-solving skills
• Charismatic with an ability to connect
• Must have basic communication skills and emotional intelligence to represent the company professionally and competently at all times

Technical Skills

• Strong understanding of software development principles.
• Experience with automation platforms such as Power Automate.
• Experience with Microsoft Copilot and M365 technologies.
• Familiarity with data structures, APIs, integrations, and system architecture.
• Basic understanding of AI, machine learning, LLMs, and prompt engineering.
• Ability to troubleshoot technical issues independently.

 Business Skills

• Strong analytical and problem-solving abilities.
• Ability to understand complex operational processes.
• Experience translating business requirements into technical solutions.
• Excellent communication and stakeholder management skills. 

Additional Information

Expected base salary: $70,304.00 

Eligible for bonus

Expeditors offers excellent benefits:

• Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
• Holidays (10)
• Flexible Days (2)
• Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
• 401(k) Retirement Savings Plan with employer match
• Employee Stock Purchase Plan (ESPP)
• Medical, Prescription Drug, Dental & Vision Coverage
• Health Savings Account (HSA)
• Life and Disability Insurance
• Paid Parental Leave (additional eligibility criteria)
• Dependent Care Flexible Spending Account (DC FSA)
• Commuter Benefit
• Employee Assistance Program (EAP)
• Learning & Development Program
• Educational Assistance and Reimbursement

All your information will be kept confidential according to EEO Guidelines.