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Job Title:
Associate, Account Management
Job Description
The Associate, Account Management oversees a team of analytic staff, developing the analytic strategy in support of call center performance improvement initiatives. This position oversees a team that assesses processes having a negative impact on customer satisfaction scores and other key metrics and oversees the design and implementation of initiatives to improve those scores.
**Essential Functions/Core Responsibilities**
- Oversees the implementation of analytic and process improvement activities for smaller accounts and/or lines of business within a larger, more complex account in conjunction with business unit and support groups
- Leads a team of Associate Analysts, Analysts, or Sr. Analysts to deliver high quality analysis and clear recommendations that create value for clients. Oversees the delivery of consultative recommendations to clients, drawing from information captured from the team and leveraging prior experience
- Ensures consistency of approach, quality of insight and accuracy of delivery across programs
- Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement
- Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.
- Communicates results of detailed data analysis in way that ties to business impacts and is compelling to stakeholders and clients
- Co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement
- Establishes metrics to be used for performance monitoring and reporting; directs the measurement of initiatives
- Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
- Ensures that standards are incorporated into the project and to process improvement efforts
- Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team
- Assists in carrying out departmental goals and objectives
**Candidate Profile**
- Bachelor's degree in related field from a four-year college or university with four to six years of relevant experience (with at least one year of Progressive Management Experience) preferred
- One or more year(s) call center experience or equivalent working knowledge of call centers preferred
- Six Sigma Green or Black Belt certification preferred
- Ability to handle confidential information with discretion and tact
- Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
- Passionate about producing high quality analytics deliverables and communicating results to a broad audience
- Intellectual curiosity with a desire for continuous testing and actionable change
- Ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
- Possess skills to motivate teams and operate effectively in a fast paced, high energy environment
- Possess skills to guide individuals toward goal achievement using negotiation and teamwork/collaboration
- Possess skills to guide individuals toward goal achievement using negotiation and teamwork/collaboration
- Strong ability to coach, develop action plans which maximize performance and provide effective feedback
- Strong communication skills, both written and verbal
- Desire to work in demanding project environments where deadlines must be met
- Ability to adapt quickly to project/team scope changes
- Experience with statistical concepts and applications
- Proficient in Microsoft Office
**Career Level Description**
Receives assignments as objectives with goals and processes in which to meet the goals. Interacts with Team Managers/Leaders/Supervisors and team members, other functional areas, management, and outside vendors to complete objectives. Set priorities for Team Managers/Leaders/Supervisors and team members , and coordinates and supervises the daily activities. In charge of handling large and / or multiple lines of business . Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager and/or director. Depending on the size of the program may act as an Operations Manager.
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
MYS Kuala Lumpur - Menara Exchange 106, Level 6, Lingkaran TRX, Jalan Tun Razak
Language Requirements:
Time Type:
Full time
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Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 18,000 trained professionals in a worldwide network of over 340 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions.
At Expeditors, we pride ourselves on being a solutions-based organization and take time to understand each customer's individual business needs. As a non-asset based organization, we have considerable flexibility when managing customers' supply chains. Due to our relationships with local suppliers and global air and ocean partners, we can provide customers with the best routing and pricing options. Our comprehensive, flexible spectrum of services is supported by leading-edge information technology that provides a high level of visibility from end to end.
& Project Coordination
+ Collaborate with Operations to monitor shipment project execution and milestones for key customers.
+ Support Monthly/Quarterly Business Reviews (MBR/QBR) by preparing and optimizing data and content.
+ Monitor performance against Key Performance Indicators (KPIs) or Service Level Agreements (SLAs) and highlight exceptions to relevant teams.
+
+ Quotation & Documentation Support
+ Support and Coordinate with Account Manager and Product teams in the relevant branches to gather data and rates for RFQs and quotations.
+ Maintain and communicate rate details, handling instructions, and Standard Operating Procedures (SOPs) for assigned accounts.
+
+ Exception & Performance Reporting
+ Monitor and communicate exceptions to Account Managers, Operations and Customers, by generating reports on (but not limited to) shipment status, freight spend, brokerage delays, and other key metrics.
+ Produce exception reports with Operations and Account Managers for continuous improvement.
+
+ Billing & Payment Coordination
+ Work closely with the Account Receivable (AR) team and Payment Center to follow up on outstanding payments.
+ Ensure EDI billing accuracy and alignment with customer SOPs.
+ Coordinate with all parties to confirm proper EDI messaging is received.
+ PowerPoint skills - the Account Management Coordinator will produce high quality customer-facing presentations
+ Excel skills - the Account Management Coordinator will generate different types of reports from Expeditors' proprietary systems and preparate pivot tables and charts based on customer' or Expeditors' requirements
+ PowerBI skills (desirable) - basic knowledge of updating or refreshing data, using filters, etc.
+ Logistics industry experience (desirable)
+ Basic EDI skills
+ Basic Accounting skills
Expeditors offers excellent benefits:
+ 13 Months
+ Allowance
+ Employee Stock Purchase Plan
+ Training and Personnel Development Program
+ Growth opportunities within the company