Account Support Manager

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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 a corporate headquarters in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network, delivering a hybrid transportation network to its clients.

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
• Estimated Salary Range: $70,000.00 to $75,000.00.
• Candidates based within close proximity to Richmond, VA will be expected to work out of our Corporate HQ. However, candidates outside of Richmond, VA will be considered and allowed to work remotely, when not traveling.

Responsibilities

The Manager, Enterprise Account Support is a support and development role, accountable for co-managing assigned accounts within Estes Forwarding Worldwide, LLC, in coordination with an Enterprise Account Manager. This position reports directly to the Sr. Director, Enterprise Account Management. The Manager, Enterprise Account Support is responsible for collaborating with EFW sales, operations, and internal SMEs while establishing and maintaining client relationships, coordinating and facilitating support for clients, helping EAMs with client strategies, reporting on client relationships, co-managing the implementation and onboarding 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 within the EAM assigned accounts.
• Work in conjunction with the EAM to help support sales team members, operations leadership, IT, accounting, 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 potential solutions.
• Assist the EAM with researching and providing solutions for identified process & service improvements.
• Recommend strategies to EAMs, management, and other internal decision makers.
• Help the EAM to develop new relationships with assigned accounts through networking and additional opportunity probing during M , QBRs, and organic customer conversations.
• Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc., are updated in the system.
• Co-assist and co-direct with the EAMs on new customer onboarding and integration.
• Assist in developing and executing client agreements for new accounts.
• Help identify IT integration needs and work with assigned IT project managers.
• With EAM support, act as the liaison between clients and all pertinent internal teams.
• Support the EAM during the bidding and pricing process with assigned accounts.
• Interact with key SMEs to facilitate the timely delivery of completed projects and improvements.
• Communicate with EAMs on major clients regularly and respond to specific queries.
• Handle transactional complaints and problems in a timely and effective manner.
• Help the EAM engineer develop solutions and innovative ideas to meet client needs.
• Prepare Business Reviews in an established cadence (monthly, quarterly, etc.).
• Help the EAM monitor account performance by regularly reviewing KPIs and agreed-upon client SLAs.
• Work with the operational team to identify any lagging trends and improve client expectations.
• Measure the effectiveness of solutions and process improvements.
• Support and work with the EAMs and the Sr. Director, Account Management, for any identified account escalations and issues with operational performance.
• Assist operational management and sales team members with SOP and IHP development.
• 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 define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to…