Job Information
Expeditors Account Support Manager in Tokyo, Japan
Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.
Our Mission is to recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!
•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.
•Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
•Provide reporting and visibility tools to the customer.
•Drive process improvement throughout your district and network.
•Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
•Manage spot quotes or quoting desk when applicable.
•Serve as a point of escalation within our network.
•Ensure proactive communication to customers on service irregularities.
•Track shipments and in transit monitoring (both at origin & destination) when needed.
•Provide communication to customers on out of scope shipments.
•Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
•Design, set up and maintain any ad hoc reporting requests.
•Ensure data is accurate, timely and complete.
•Manage F2F shipments – if applicable.
•Monitor billing and receivables and assist with collections when needed.
•Provide assistance in resolution of claims and disputes.
•Be involved with EDI resolution & EDE management when needed.
•Own the T&I process for new business segments for existing customers if applicable.
•Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
•Ensure CRM family trees, and customer organizations are up to date.
•Escalate through the appropriate channels when customer is at risk.
•Pass on sales leads or other opportunities when uncovered.
•University or equivalent business qualifications
•Preferred work experience (min 2 years) in operations
•Knowledge of Expeditors product and services
•Knowledge of required Expeditors operating systems
•Proficient in MS Office and CRM software
•Strong analytics skills
•Proven problem solving skills
•Charismatic with an ability to connect
•Must have basic communication skills and emotional intelligence to represent the company professionally and competently at all times
- Business spoken, written “Japanese & English” proficiency
Expeditors offers excellent benefits:
Paid Vacation, Holiday, Sick Time
Health Plan: Medical
Life Insurance
Employee Stock Purchase Plan
Training and Personnel Development Program
Growth opportunities within the company
Employee Referral Program Bonus