Account Manager, Enterprise

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: $70,000.00 - $85,000.00 annually

The Enterprise Account Manager is accountable for managing all facets of assigned accounts within Estes Forwarding Worldwide, LLC. This position reports directly to the Sr. Director, Enterprise Account Management.  The Enterprise Account Manager is responsible for collaborating with EFW sales, operations, and Internal SME’s while establishing and maintaining client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and onboarding of new client accounts, and ensuring a consistently high level of service, quality, and client satisfaction.

• Develop and maintain strong, long-term client relationships with assigned accounts
• Achieve assigned strategic account objectives
• Work in conjunction with direct 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 possible solutions
• Research and provide possible solutions for identified process & service improvements
• Recommend strategies to management and other decision makers
• Develop new relationships with assigned accounts through networking and additional opportunity probing
• Recommend new EFW strategies to client management and other decision-makers
• Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.
• Assist and direct new customer onboarding and integration. Work directly with the Manager, Corporate Projects to facilitate the Onboarding Roadmap
• Assist in developing and ensuring the execution of client agreements for new accounts
• Identify IT integration needs and work with assigned IT project managers
• Act as the liaison between clients and all pertinent internal teams
• Support the bidding and pricing process with assigned accounts
• Interact with key SME’s to facilitate the 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 the operational team to identify any lagging trends and improve client expectations
• Define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions
• Measure the effectiveness of solutions and process improvements
• Support and work with the Sr. Director, Account Management, for any identified account escalations and issues with operational performance
• Support and work with Sr. Director Account Management  for any identified new opportunities or issues with performance
• Routinely measure shipment volume levels and quickly investigate attrition or growth to determine the 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.

• 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 the 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 including the ability to meet deadlines
• Ability to read and interpret complex business and/or technical documents
• Ability to write comprehensive reports and detailed business correspondence
• Ability to work with managers or directors and communicate ambiguous concepts
• Ability to create PowerPoint presentations and present to groups across the organization including clients.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems
• Must 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. 

Position functions semi-autonomously and has no direct reports.

Minimum of an Associate's degree (or equivalent) and 5-7 years of experience. Additionally, 5-7 years of experience within the transportation industry is preferred. However, a combination of experience and/or education will be taken into consideration. 

None required.

Periodic travel up to 75% is required.

Typically sitting at a desk or table.  Intermittently sitting, standing, walking, or stooping.

Normal office situation.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.