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Estes Forwarding Worldwide · 1 week ago

Account Support Manager

Richmond, VA

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $75K/yr

1+ years exp

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients. The Manager, Enterprise Account Support is responsible for co-managing assigned accounts, collaborating with various teams, and ensuring high levels of client satisfaction and service quality.

AutomotiveLogistics

No H1B

Hiring Manager

Bob McIntire

Responsibilities

Develop and maintain strong, long-term client relationships within the EAM assigned accounts

Work in conjunction with the EAM to help support sales team members, operations leadership, IT, accounting, and the EFW Executive team to ensure open communication and provide excellent customer service

Gather information from members at all levels of the organization who can contribute information about problems and potential solutions

Assist the EAM with researching and providing solutions for identified process & service improvements

Recommend strategies to EAMs, management, and other internal decision makers

Help the EAM to develop new relationships with assigned accounts through networking and additional opportunity probing during MBR, QBRs, and organic customer conversations

Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc., are updated in the system

Co-assist and co-direct with the EAMs on new customer onboarding and integration

Assist in developing and executing client agreements for new accounts

Help identify IT integration needs and work with assigned IT project managers

With EAM support, act as the liaison between clients and all pertinent internal teams

Support the EAM during the bidding and pricing process with assigned accounts

Interact with key SME’s to facilitate the timely delivery of completed projects and improvements

Communicate with EAMs on major clients regularly and respond to specific queries

Handle transactional complaints and problems in a timely and effective manner

Help the EAM engineer develop solutions and innovative ideas to meet client needs

Prepare Business Reviews in an established cadence (monthly, quarterly, etc.)

Help the EAM monitor account performance by regularly reviewing KPIs and agreed-upon client SLAs

Work with the operational team to identify any lagging trends and improve client expectations

Measure the effectiveness of solutions and process improvements

Support and work with the EAMs and the Sr. Director, Account Management, for any identified account escalations and issues with operational performance

Assist operational management and sales team members with SOP and IHP development

Regular attendance is required

Comply with company C-TPAT and TSA security procedures

Perform other duties as assigned

Qualification

Statistical analysisBusiness problem definitionTransportation industry experienceCommunication skillsTime managementReport writingProblem-solvingPresentation skills

Required

Ability to define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions

Ability to read and interpret complex business and/or technical documents

Ability to write comprehensive reports and detailed business correspondence

Excellent oral and written communication skills

Ability to prioritize, manage time effectively, and escalate issues appropriately

Ability to work with managers or directors and communicate ambiguous concepts

Ability to present to groups across the organization

Ability to read, interpret, and comply with written information and documents such as safety rules, operations/procedure manuals, and maintenance instructions with a high comprehension and concentration level, including the ability to meet deadlines

Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis

Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems

Must be eligible to work in the United States

At this time, EFW will not sponsor a new applicant for employment authorization for this position

EFW prides itself on the quality of its employees, and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check

Minimum of a Bachelor's degree (or equivalent) and 1-2 years of experience within the transportation industry is preferred. However, a combination of experience and/or education will be taken into consideration

Periodic travel up to 25% required