Job Description
Develop, maintain, and measure Expeditors’ world-wide activity with your addigned customer(s). Manage all aspects of our relationship to grow revenue and deliver exceptional customer service, including local and global alignment with our execution teams and the customer(s).
REPORTING STRUCTURE
Customer Retention and Development Manager
PEER POSITION
District Sales Executive or Global Sales Executive
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.
•Create and communicate a global strategic business plan in alignment with the customers’ and Expeditors’ company goals.
•Penetrate customers’ organization structure at all levels, developing relationships beyond the main point of contact at all locations.
•Focus on by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
•Improve your personal knowledge of your customers’ supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a to support you on this endeavor.
•Initiate value-add solutions based on Expeditors service offerings and technology.
•Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
•Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI’s, service deliverables and initiatives).
•Follow our established and engage key stakeholders so they are aware of, and actively supporting your efforts.
•Create and deliver effective with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives; backed by data analytics and strategic deliverables
•Establish and monitor performance standards according to agreed KPI’s.
•Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
•Highlight and escalate customers at risk.
•Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
•Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
•Document all meetings, opportunities, and any other customer related information in CRM; and ensure data is always accurate and consistent.
•Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
•Travel when necessary.
Qualifications
QUALIFICATIONS
•University or equivalent business qualifications
•Minimum 3 years Expeditors’ or industry experience preferred
•Proven work experience in business development
•Knowledge of Expeditors’ product and services
•Knowledge of required Expeditors’ operating systems
•Proficient in MS Office and CRM software
•Ability to communicate up and down management hierarchy with equal effectiveness
•Strong presentation skills (creation and delivery)
•Strong analytical and critical thinking skills
•Proven problem solving and interpersonal skills
•Charismatic with an ability to connect
MEASUREMENT OF SUCCESS
Meet Expeditors AM measurement criteria as per below.
•Retention Rate
•Revenue Growth
•Opportunity identification and closing
•Engagement metrics – Appointments, Business Reviews, Value-Adds
•Product & GEO Diversification
•Relationship Alignment
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