Manager, North American Client Services

Manager, North American Client Services

US-IL-Joliet

Job :

Type: Regular Full-Time

# of Openings: 1

Category: North American (Operations)

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
• Position Pay Range: $60,000.00-$70,000.00 annually

The Manager, North American Client Services is responsible for developing business in EFW’s core services:
North American, Truckload, and Trade Show, through sales techniques, market and industry knowledge, and superior customer service. The Manager, North American Client Services, may carry out responsibilities in some or all the following functional areas: business development, operations, and pricing.

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.

• Engage in solutions-based communication with customer and EFW Sales.
• Identify trends, key issues, and successes through data analysis and customer feedback.
• Utilize EFW Tools to quote business efficiently and successfully.
• Respond to client inquiries quickly and efficiently.
• Provide fast professional customer service to new leads and prospects.
• Proactively engage customers to build rapport and ask for new opportunities.
• Follow up on lost quote opportunities to receive feedback and continuously improve process.
• Act as a liaison between clients, operations, administration, and accounting.
• Provide client with proactive and requested milestone communication.
• Own client issues to resolution.
• Continually develop market and industry knowledge to facilitate success.
• Assist with the implementation of quality improvement activities and policies.
• Look for ways to continuously improve processes.
• Develop and use collaborative relationships to accomplish work goals; develop individual relationships by listening, sharing ideas, and appreciating other’s efforts.
• Comply with company C‑TPAT and TSA security procedures.
• Perform other duties as assigned.

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Intermediate proficiency in Microsoft Office, internet, web‑based and job specific software applications.
• Must be able to proficiently complete air and ground shipping documents both electronically and manually.
• 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 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…