Account Support Manager

SCOPE OF POSITIONManage the visibility and execution of internal processes to ensure both the customer's and Expeditors' service expectations are met. Work hand-in-hand with the account management team to orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned.REPORTING STRUCTUREIndividual reports directly into the Customer Retention & Development Manager.JOB EXPECTATIONS & KEY RESPONSIBILITIESDedicate 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 management team on areas of potential risk or exposure to the customer's businessTrack shipments and in transit monitoring (both at origin & destination) when needed.Provide and manage reporting and visibility tools for multiple customers.Design, set up and maintain any ad hoc reporting requests and ensure data is accurate, timely and complete.Work with Development Operations teams on any customer specialized reporting. 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.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.Provide assistance in resolution of claims and disputes.Support EDI projects when needed. 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.Support transition of any new business or new lanes from our current customers.Help organize customer events with sales team.Take on additional assignments, as required, in support of company needs.Travel when necessary. MEASUREMENT OF SUCCESSCustomer KPIs are being metCustomer satisfactionCustomer Retention RateFinancial performance of customerDelivery of process improvements