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

Responsibilities:

The Account Manager, International Enterprise is accountable for managing all facets of assigned accounts within Estes Forwarding Worldwide, LLC. The Account Manager, International 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.

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.