SCOPE OF POSITION
Develop, maintain and measure Expeditors’ world-wide activity with your 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 product & GEO diversification 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 network diagram 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 bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
- Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
- 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 yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).
- 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 accurate and consistent at all times.
- Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
- Travel when necessary.
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 product & GEO diversification 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 network diagram 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 bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
- Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
- 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 yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).
- 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 accurate and consistent at all times.
- Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
- Travel when necessary.
ONE-ON-ONE MEETING PREPARATION WITH CRDM
Account Managers are responsible to meet regularly with their CRDM/DM to ensure they are on track with meeting AM expectations. Preparation for these meetings includes the following:
- Network Diagram review for all key customers
- IISB review for all key customers
- Customer Engagement Toolkit – AM to update presentation slides (12-24) for all key customers
- ERS (Expeditors Revenue Summary) for all key customers
- SAS (Yield Management) CAM-GAM Only
- Yield Management Reports – LAM Only
- Time Spent Review - start, stop, continue doing
- Product-GEO-Value Add Diversification for all key customers
MEASUREMENT OF SUCCESS
- Meet Expeditors AM measurement criteria as per below.
- Retention Rate
- Revenue Growth
- Product & GEO Diversification
- Relationship Alignment
*Local applicants only*
QUALIFICATIONS
- University or equivalent business qualifications
- Minimum 3 years Expeditors’ or industry experience
- 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
- Strong analytical skills
- Proven problem solving and interpersonal skills
- Charismatic with an ability to connect
Technical Skills
- Strong understanding of software development principles.
- Experience with automation platforms such as Power Automate.
- Experience with Microsoft Copilot and M365 technologies.
- Familiarity with data structures, APIs, integrations, and system architecture.
- Basic understanding of AI, machine learning, LLMs, and prompt engineering.
- Ability to troubleshoot technical issues independently.
Business Skills
- Strong analytical and problem-solving abilities.
- Ability to understand complex operational processes.
- Experience translating business requirements into technical solutions.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Experience developing automations, applications, or digital solutions.
- Experience leading cross-functional projects.
- Experience working in operations, logistics, finance, or enterprise shared services environments.
- Certifications in Microsoft Power Platform, Azure AI, Microsoft Copilot, or related technologies.
Expected base salary: $72,000.00
Eligible for bonus
Expeditors offers excellent benefits:
- Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
- Holidays (10)
- Flexible Days (2)
- Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
- 401(k) Retirement Savings Plan with employer match
- Employee Stock Purchase Plan (ESPP)
- Medical, Prescription Drug, Dental & Vision Coverage
- Health Savings Account (HSA)
- Life and Disability Insurance
- Paid Parental Leave (additional eligibility criteria)
- Dependent Care Flexible Spending Account (DC FSA)
- Commuter Benefit
- Employee Assistance Program (EAP)
- Learning & Development Program
- Educational Assistance and Reimbursement
All your information will be kept confidential according to EEO Guidelines.