Account Support

· 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