Customer Retention & Development Manager (CRDM)

Company Description

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!

Job Description

Support and drive both business retention and development through existing Expeditors’ customers. Maintain a CRD structure (both in resources & skills) that allows you to service & grow your customer base. Ensure you are in sync with company strategy & financial expectations and understand how your role aligns to these expectations.

• Build a District Retention Program that includes coverage for all customers producing revenue in our District
• Oversee strategic growth of LAM and CAM customers through regular business reviews
• Assist Product Managers in developing Product level retention programs
• Management of CAM’s & LAM’s
• Facilitate monthly branch retention meeting
• Develop and protect content driven business reviews that protect our core retention pillars:
  • Confirm we are experts
  • Align with Sales Strategy
  • Performance Metrics
  • Value Add; Joint initiatives and quantify savings/cost avoidance
  • Information which tells a story or prompts discussion (no data dumping)
• Build and protect consistency in our branch and service offerings
• Direct, drive and ensure that all new clients receive benefits from a formal transition
• Measure and analyze Customer revenue trends and proactively communicate these trends
• Drive consistency and usage of CRM through Product Mangers and Account Management Team
• Ensure minimum call counts and reviews (Basic, Detailed, etc) are completed as per District goals
• Coach and mentor direct reports to develop them professionally and personally
• Ensure incremental improvements are made on building stronger customer relationships
• Grow our revenue across multiple products and geographies

• Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

• Job Execution: Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

• Culture: Exhibits and pr