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
EXPEDITORS CORE COMPETENCIES
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 promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Personal Growth and Development
Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.
MANAGER PRODUCT/SERVICE SKILL
Employee Development (Manager, All)
Properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Conducts regular one-one-ones and an annual review for employees. Has development plans in place for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training yearly and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2.
Financial Excellence (Manager, Branch Product)
Has a command of the P&L resulting in meeting revenue growth expectations and control of expenses. This includes monitoring department financial performance (revenue to expense, expense per shipment, etc.), analyzing customer profitability and controlling expenses. Reviews accounts receivable to manage cash flow and to ensure customers are paying within terms. Analyzes billing activity and intercompany accounting.
Business Development (Manager, Branch Product)
Actively grows the product's business and builds customer relationships through involvement in sales and retention programs. Maintains a healthy mix of current customers and manages pipeline of new accounts. Responds to requests for proposal, quotation or information timely and with market-competitive pricing matching the scope of service required by the customer. Actively participates in the transition of new business and acts as a subject matter expert for the product and the industry.
Operational Excellence (Manager, Branch Product)
Monitors and improves product District Excellence and Global Business Operations metrics. Maps and understands department process flow, while constantly looking for areas to improve efficiency, offer customers better cycle times and service, and control costs. Effectively manages capacity and productivity of department and team members. Successfully executes a department Tactical Business Plan, providing regular updates to team and branch leadership.
Business Development (Manager, Branch Service)
Contributes to the growth of the District’s business by supporting the pursuit, transition, retention and growth of customers and by improving the customer experience. Acts as the subject matter expert for the manager’s scope of responsibility and provides solutions and technical assistance to customers (both internal and external).
Financial Excellence (Manager, Branch Service)
Protects the financial health of the company by monitoring department expenses and staying within budget. Positively impacts revenue by supporting district growth and expense control goals.
Operational Excellence (Manager, Branch Service)
Monitors and improves District Excellence and Global Business Operations metrics tied directly to their service. Maps and understands department process flow, while constantly looking for areas to improve efficiency and customer service (internal and external). Effectively manages capacity and productivity of department and team members. Successfully executes a department Tactical Business Plan, providing regular updates to team and branch leadership.
Responsibilities:
People:
- Develop department personnel. Show them a career, not just a job.
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Review and conduct staff appraisals timely, and at a minimum once per year per employee.
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Develop solid #2 to run operations and assists in retention.
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Ensure and assist supervisors and key staff with goal setting and monitoring.
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Conduct regular interviews with potential new personnel.
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Plan for and hold effective fortnightly department meetings with team.
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Review department goals and business plan periodically with staff to ensure by-in and accountability.
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Be responsible for the training and development of TRANSCON staff within the branch
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Meet company standards of 52 hours training per year, including as needed management/leadership training
Operations:
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Oversee the management of the branch TRANSCON department.
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Proactively monitor various shipment reports such as
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Shipments Per Desk (SPD)
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Revenue Per Desk (RPD)
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Expense Per Desk (EPD)
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Revenue Per Shipment (RPS)
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Revenue to Expense ratio
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Excel measurements
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Proactively monitor exception reports to ensure Expeditors is meeting key event milestones within the life of a shipment.
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Manage implementation and ensure compliance to “Standard Operating Procedures” for the client. Also, coordinate and manage SOP revisions and send updates to origins.
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Assist origin/destination operation teams, when needed, in providing operational knowledge, system demos and support on technical capabilities.
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Define TRANSCON and other opportunities within the current customer(s).
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Ensure that current and new business is set up and maintained in the most operationally efficient and productive manner.
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Have a fundamental understanding of Expeditors operational systems, including ETMS
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Build and maintaining strong relationships with service providers and customers.
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Own and manage the service provider program within the department, ensuring consistent and high level operational quality to our customers.
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Evaluate service providers at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans where needed.
Customer
- Actively develop business for department through active involvement in sales and retention process and close coordination with sales department, as per company and branch’s objectives.
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Complete 5 Sales and/or Retention Calls per week and ensure they are documented in the Team Sell database.
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Ensure Customer Reviews and scorecards are completed with your regular customers.
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Pro-actively provide pricing alternatives, routing solutions and technical assistance to clients through internal sales both regional and global.
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Respond to requests for proposal, quotation or information timely and with market competitive pricing matching the scope of service required by the customer.
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Take an active role in the transition of new business/ updates to existing business.
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Maintained a good relationship with the customer at all levels (agents, management, and decision maker).
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Responsible for identifying and defining realistic service needs and measurements
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Responsible for maintaining the agreed upon scope of services
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Keep the clients abreast of the latest developments in market
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Responsible for advising the clients of new system enhancements, technology, and other value added services TRANSCON has launched.
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Responsible for retention and development of TRANSCON accounts.
Finance:
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Ensure that productivity and profitability goals for the TRANSCON department are met.
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Make sure billing process is completed and on-time
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Assist District Manager with preparation of annual department budget.
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Meet monthly with District Manager to review department financial P&L and productivity results and goals.
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Attend Accounts Receivable meetings and proactively work to maintain accounts payment within 30 days.
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Ensure company credit procedures are followed and utilized effectively.
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Manage accounts payable to vendors (truckers etc.) utilizing BNP.
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Manage intercompany accounting discrepancies via AJAX report.
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Review Daily Branch Revenue report (Daily).
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Ensure any contracts, vendor, customer or other, are reviewed in accordance to company contract policies prior to being signed.
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Follow company capex procedure for the purchasing of any equipment for your staff or department.
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Utilize TOP 20 ACCOUNTS and CLIENT REVENUE reports to continually evaluate the development of you departmental client base and the revenue distribution amounts and % of top clients, and work towards goal of balanced customer base (no more than 10% revenue by one customer)
Compliance:
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Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.
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Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
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Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.
Culture:
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Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Systems:
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Ensure department is using all system tools to their greatest advantage based on your department size and organization. (e.g. using TRANSCON workflow, export and import database, and other system generated reports to manage by exception)
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Be open to implementing new system changes and enhancements into your branch.
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Be involved and suggest system/process improvements.
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Set the tone of this environment within your branch.
Qualifications
KNOWLEDGE, SKILLS AND BEHAVIOURS:
Knowledge:
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Expeditors company policies and procedures knowledge
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A good understanding of Expeditors’ products, services and systems
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Strong market and competition knowledge
Skills:
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Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
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Good Microsoft Office skills (Excel, Word etc.)
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Proven negotiation skills
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Fluent English
Behaviours:
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Emotional resilience
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Self-reflecting and open to feedback
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Initiative and ability to work in autonomy
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Proven leadership attitude and background
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Professional appearance and attitude
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Being reliable and accurate
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Being supportive of change
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Being an advocate of Expeditors culture at all times
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Being Approachable and Proactive
Additional Information
TRAINING AND QUALIFICATIONS:
Training Requirements:
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Meet company standards of 52 hours training per year, including as needed management/leadership training
Education and Experience:
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Bachelor’s degree (B.A.) from four yar collegeor university; or 4 + years of industry specific qualification (country specific)
