Job Description
FedEx Trade Networks provides import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions.
FedEx Trade Networks is seeking a Service Assurance Leader in its Romulus, MI location. This successful candidate would be responsible for planning, organizing, and controlling the input, movement, process/sort, and output of the operations to ensure a high level of service. Also, this position will manage all other necessary activities which provide optimum service to customers.
GENERAL SUMMARY
To manage and expand our relationship with one or more national customers and create extraordinary customer satisfaction by taking the customer's perspective, anticipating customer needs and focusing internal and external resources to provide unique, totally satisfying service. Make FedEx Trade Networks Transport & Brokerage (FTN T&B) the customer's valued partner in achieving the customer's business goals.
DUTIES & RESPONSIBILITIES
* Position is responsible for the management of one or more major accounts.
* Develops and maintains a strong business relationship with customer's management and collaborates with FTN Sr. Managers and executives to form a relationship with customer's executive management, as well as with front line personnel in the various operating divisions and subsidiaries, to provide and ensure a high level of customer service.
* Ensures that profitability of the account grows dramatically by expanding current services and adding new services.
* Establishes and maintains a regular travel schedule to support the function of national account manager
* Coordinates and provides direction for all FTN T&B activities (all divisions, all market centers) on behalf of the customer. Serves as the primary communication link between the customer and the various functional and geographical areas within our company including operations, information systems, accounting, customer account management, technical services and sales. Identifies, communicates and resolves problems and needs.
* Develops and maintains a strong business relationship with correspondent brokers, FTN T&B and its other service providers to ensure that agents exceed the customers service requirements. Establishes and maintains a regular schedule of communication, including regular progress reports on critical issues and major initiatives.
* Manages and develops and implements customer satisfaction measures and assesses performance standards based on the customer's requirements.
* Access internal and external customer expertise to provide the customer with counsel on government import, export, and product requirements; provides advice on other logistics matters.
* Possess an understanding of ocean, air, warehousing activities to effectively provide international and domestic transportation services. This includes an understanding of rates and rate making procedures, as well as the involvement of regulatory agents.
* Can be multi-task oriented; business growth focus via service expansion. Coordinated top and mid tier customer service implementation. Primarily supports top-tier customer revenue development.
* Coordination, analysis and presentation of data for key performance indicators (KPI's) and service quality indicators (SQI's) for top and mid-tier customer service. Maintenance of standard operating procedures (SOP's), preparation of quarterly business review (QBR), with top and mid-tier customers.
JOB REQUIREMENTS
* Bachelor's degree/equivalent.
* Must have five (5) years experience in the broad range of operations and/or technical services activities, including at least one (1) year of training, group leader and account management, or supervisory experience.
* Individual customs broker's license preferred.
* Strong communication skills (oral and written) to organize ideas and to make clear, logical and persuasive presentations.
* Must be familiar with ocean, air, warehouse and surface transportation procedures.
FedEx Trade Networks Transport & Brokerage, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their protected veteran disability status.
Employee Type:
Permanent Full-Time
FedEx Trade Networks, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their protected veteran or disability status.
Employer's Job# 1001728BR
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