Job Description Manage 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 team to orchestrate and engage our network to ensure customer KPI and visibility requirements are effectively communicated and actioned. 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. Communicate and collaborate with the account team on areas of potential risk or exposure to the customer’s business Provide and manage reporting and visibility tools to the customer. Drive process improvement throughout your district and network. Maintain & update SOP’s 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. Manage spot quotes or quoting desk when applicable. Support, prepare and conduct customer business reviews by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis. Monitor billing and receivables and assist with collections when needed. Serve as a point of escalation within our network. Provide assistance in resolution of claims and disputes. 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. Own the T&I process for new business segments for existing customers if applicable. MEASUREMENT OF SUCCESS Customer KPIs are being met Customer satisfaction Financial performance of customer (clean AR, healthy margins, revenue growth) Delivery of process improvements Qualifications PowerPoint skills – the Account Management Coordinator will produce high quality customer-facing presentations Excel skills – the Account Support Manager will generate different types of reports from Expeditors’ proprietary systems and preparate pivot tables and charts based on customer’ or Expeditors’ requirements PowerBI skills (desirable) – basic knowledge of updating or refreshing data, using filters, etc. Logistics industry experience (desirable) Basic EDI skills Basic Accounting skills PowerPoint skills – the Account Management Coordinator will produce high quality customer-facing presentations Excel skills – the Account Support Manager will generate different types of reports from Expeditors’ proprietary systems and preparate pivot tables and charts based on customer’ or Expeditors’ requirements PowerBI skills (desirable) – basic knowledge of updating or refreshing data, using filters, etc. Logistics industry experience (desirable) Basic EDI skills Basic Accounting skills