Managed Account Administrator

Job Description
To maintain and expand business with a portfolio of FedEx Logistics managed accounts by ensuring that overall service performance consistently achieves customer expectations.

Manage and expand relationships with customers

Develop and maintain a strong business relationship with senior levels of management inside the customer’s organization

Serve as the customer’s primary communication link and Single Point of Contact (SPOC) for all intents and purposes

Coordinate the activities of, and provide direction to, other departments

Anticipate/identify and resolve problems; design and implement corrective measures

Interpret requirements in customer SOP’s; Develop and maintain Desk Level Procedures (DLPs) for each customer

Develop and implement customer satisfaction measures; Assess company performance

Prepare and present Customer Business Reviews (CBRs) with focus on company service performance

Recommend and oversee investigation into root cause of service failures, along with the development of corrective actions

Produce ad hoc reports as needed and requested from all levels of management

Coordinate claims and protests on customer’s behalf

Coordinate duty refunds on customer’s behalf

Coordinate duty tenders on customer’s behalf

Provide subject matter expertise and mentoring to the organization

Provide global account management as required

Ensure the retention and profitability of managed accounts

Oversee the implementation of new services as PMO

Back up to other account administrators as needed

Training for internal as needed

Maintain industry knowledge; Deliver counsel and advice on important trade matters

Grow business (revenue) through service expansion

Performs other duties as assigned

Bachelor’s degree/equivalent experience preferred.

Two (2) years of brokerage or transportation industry, customs border protection and other federal agency laws, regs, and procedures governing the customs brokerage industry which must include one (1) year assisting in account management or one (1) year of customer service/engagement experience with direct customer contact required.

CCS and Broker License preferred.

Required – MS Office, Outlook, Office equipment.

Interact with customers, internal staff/departments and management of all levels.

Excellent communication skills, verbal and written.

Organizational Skills. Inter-personal skills.

Problem solving skills.

Must be able to handle high volume and time sensitive work.

Ability to work independently with minimum supervision.

Detail oriented, collaborative and drives for results.

Moderate travel required.