Job ID: 2024-5963 Type: Regular Full-Time # of Openings: 1 Category: Other Estes Forwarding Worldwide, LLC.
Overview
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 and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.
We are proud to offer highly competitive pay and a comprehensive benefits package, including:
Paid vacation, sick time, and holidays
401(k) plan with company match
Medical, dental, and vision insurance
Short- and long-term disability plans
Life and accidental death & dismemberment insurance
Job referral bonus program
Position Pay Range: $62,500.00-$95,000.00 annually
Responsibilities
The Account Manager, Enterprise is accountable for managing all facets of assigned accounts within Estes Forwarding Worldwide, LLC. This position reports directly to the Senior Vice President, Sales and Operations. The Account Manager, Enterprise is responsible for collaborating with EFW sales, operations, and Internal SME’s while establishing and maintaining client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and on-boarding of new client accounts and ensuring a consistently high level of service, quality, and client satisfaction.
Salary Range: $65,000.00 to $85,000.00
To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.
Develop and maintain strong, long-term client relationships with assigned accounts
Achieve assigned strategic account objectives
Work in conjunction with direct 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 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 customer onboarding and integration. Work directly with the Manager, Corporate Projects to facilitate the Onboarding Roadmap
Assist in developing and ensure execution of 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 things EFW
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 of Operations for any identified account escalations and issues with operational performance
Support and work with Director of National Sales 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
Assist operational management and sales team members with SOP and IHP development
Monitor service and proactive communication execution vs SOP and IHP expectations
Regular attendance is required.
Comply with company C-TPAT and TSA security procedures.
Perform other duties as assigned.
Qualifications
The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.
SKILLS AND ABILITIES
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 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.
At this time, EFW will not sponsor a new applicant for employment authorization for this position.
EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.
SUPERVISION
Position functions semi-autonomously and has no direct reports.
EDUCATION/EXPERIENCE
Minimum of an Associate's degree (or equivalent) and 5-7 years of experience. Additionally, 5-7 years of experience within the transportation industry preferred. However, a combination of experience and/or education will be taken into consideration.
LICENSES/CERTIFICATIONS
None required.
TRAVEL
Periodic travel up to 75% required.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Typically sitting at a desk or table. Intermittently sitting, standing, walking, or stooping.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties.
Normal office situation.
EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.
