Export Customer Service Manager

We take care of our employees, and they take care of our customers! 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 We 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! - Lead and manage the Export Customer Service team to deliver exceptional service to customers and internal stakeholders. - Ensure customer inquiries, requests, complaints and escalations are addressed accurately and within established service standards. - Monitor daily customer service activities and allocate workloads appropriately to support business demands. - Drive customer retention through proactive relationship management, business reviews and service recovery initiatives. - Serve as the primary escalation point for complex customer service issues and implement corrective actions as needed. - Manage customer onboarding activities and support the transition of new business and updates to existing business. - Build and maintain strong relationships with customers, vendors, carriers and internal network offices. - Monitor customer KPIs, service commitments and operational performance metrics to ensure expectations are consistently met. - Conduct regular customer reviews and document customer interactions, opportunities and service issues in CRM systems. - Support sales initiatives through customer visits, quotations, customer presentations and retention activities. - Collaborate with operational departments to ensure service excellence and alignment with customer requirements. - Grow department revenue in line with District budget targets and management expectations. - Review customer profitability, service costs and financial performance to identify improvement opportunities. - Support BNP, AJAX, CLH and other financial reporting requirements to ensure clean financial accounting and compliance. - Monitor accounts receivable and support collection efforts to maintain payment terms and cash flow objectives. - Ensure timely and accurate billing practices are followed according to company and customer requirements. - Promote compliance with company policies, Operational Process Standards (OPS), customer SOPs and applicable government regulations. - Maintain a positive working relationship with the Trade Compliance Manager and support compliance initiatives and training efforts. - Manage the transition process for the Export Department - Identify and recommend process improvements to increase efficiency, service quality and customer satisfaction. - Ensure all customer SOPs are documented, maintained and reviewed regularly. - Plan and lead department huddles, team meetings, performance discussions and customer service strategy sessions. - Conduct employee performance evaluations, one-on-one meetings, coaching sessions and career development discussions in alignment with the 3+1 Initiative. - Develop supervisors and key staff members while maintaining succession plans and department continuity. - Monitor overtime, productivity, staffing levels and resource allocation to maximize department effectiveness. - Maintain awareness of market conditions, transportation trends, customer requirements and industry developments. Physical Demands - Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc. - Write with pencil/pen/marker - Functions performed primarily while seated at desk - Global logistics industry knowledge - Proven customer service leadership experience. - Good computer skills (e.g., MS Excel, MS Word) - Fluent in English - Proven problem solving, interpersonal, communication and leadership skills - 4 years of industry specific knowledge - Graduate of IATA/FIATA introductory course (preferred) 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 - Annual Pay Range $65,000 - $80,000, based on experience