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Estes Forwarding Worldwide · 13 hours ago

Client Relationship Manager

Reading, PA

Full-time

Hybrid

Mid, Senior Level

$60K/yr - $65K/yr

5+ 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 around the world. The Manager, Tradeshow Client Relationships is responsible for managing all facets of assigned Tradeshow accounts, collaborating with sales and operations teams, and ensuring a high level of client satisfaction.

AutomotiveLogistics

No H1B

Hiring Manager

Bob McIntire

Responsibilities

Develop and maintain strong, long-term Tradeshow client relationships with assigned accounts

Achieve assigned strategic Tradeshow account objectives

Work in conjunction with Tradeshow sales team members, operations leadership, 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 possible solutions

Research and provide possible solutions for identified issues

Recommend strategies to management and other decision makers

Look for and develop new opportunities through Challenger Sales process and consultation

Develop new relationships with assigned Tradeshow accounts through networking and additional opportunity probing

Recommend new EFW strategies to client management and other decision-makers

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

Own assigned new Tradeshow customer onboarding and integration

Assist with facilitating the Onboarding Roadmap

Assist in developing and ensure execution of Tradeshow client agreements for new accounts

Identify IT integration needs and work with assigned IT project managers

Act as the liaison between clients and all pertinent internal teams

Support bidding and pricing process with assigned accounts

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

Communicate with major clients on a regular basis and respond to specific queries

Establish and continuously improve processes to ensure excellent client relations

Handle transactional complaints and problems in a timely and effective manner

Be a client resource for all Tradeshow needs

Provide dedicated and complete customer service support

Engineer solutions and innovative ideas to meet client needs

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

Understand and provide business projections to all relevant parties

Monitor account performance by regularly reviewing KPIs and agreed upon client SLAs

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

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

Measure effectiveness of solutions and process improvements

Support and work with VP, Tradeshow for any identified account escalations and issues with operational performance

Support and work with Tradeshow operations for any identified new opportunities or issues with performance

Routinely measure shipment volume levels and quickly investigate attrition or growth to determine root cause. Escalate any identified attrition to management

Maintain Client Tradeshow and Event schedule within CRM, building opportunities and maintaining the schedules in order to stay on top of account growth and potential revenue. Keeping contact information updated with CRM and Worldtrak

Build client quotations and shipments within Worldtrak

Route all shipments for the client and look for opportunities to maximize profit by consolidating shipments with other account freight

Effectively log all client communication in the company CRM

Regular attendance is required

Comply with company C-TPAT and TSA security procedures

Perform other duties as assigned

Qualification

Client relationship managementProject managementCommunication skillsTime managementProblem-solvingReport writingBusiness analysisNetworkingCustomer serviceTeam collaborationAdaptability

Required

Minimum of an Associate's degree and 5-7 years of experience

Ability to interact effectively with all levels of the organization

Ability to identify issues, requirements, and opportunities involved in customer service

Excellent oral and written communication skills

Excellent project management skills

Effective time management skills

Ability to prioritize, manage time effectively, escalate issues appropriately, and keep information confidential

Respond well to questions

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 to include the ability to meet deadlines

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

Ability to write comprehensive reports and detailed business correspondence

Ability to work with managers or directors and communicate ambiguous concepts

Ability to present to groups across the organization

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 able to travel via car, train or plane when requested

Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check

Must be eligible to work in the United States

Valid driver's license required

Periodic travel up to 25% required