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 Sr. Manager, Strategic Client Relationships is accountable for managing all facets of an assigned accounts within Estes Forwarding Worldwide, LLC. The Sr. Manager, Strategic Client Relationships is responsible for collaborating with EFW sales, operations, and Internal SMEs while establishing and maintaining a relationship with the client, coordinating support for the client, directing client strategies, reporting on client relationships, and ensuring a consistently high level of service, quality, and client satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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 account.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 account through networking and additional opportunity probing.Recommend new EFW strategies to client management and other decision-makersAdhere to CRM processes including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.Identify IT integration needs and work with assigned IT project managers.Act as the liaison between client and all pertinent internal teams.Support bidding and pricing process with assigned account.Interact with key SMEs 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 expectationDefine 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 identified account escalations and issues with operational performance.Support and identified new opportunities or issues with performanceRoutinely 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 :
Minimum of an bachelors degree 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.
SKILLS AND ABILITIES
Ability to interact effectively with all levels of the organizationAbility to identify issues, requirements, and opportunities involved in customer serviceExcellent oral and written communication skillsExcellent project management skillsEffective time management skillsAbility to prioritize, manage time effectively, escalate issues appropriately, and keep information confidentialRespond 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 deadlinesAbility to read and interpret complex business and / or technical documentsAbility to write comprehensive reports and detailed business correspondenceAbility to work with managers or directors and communicate ambiguous conceptsAbility to present to groups across the organizationAbility to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysisAbility to draw inferences and follow prescribed and detailed procedures to solve moderately complex problemsMust 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.EFW is an Equal Opportunity Employer, Minorities / Female / Disabled / Veteran.
