Service Provider Relationship Manager

2 weeks ago


Seattle, Washington, United States Expeditors Full time
Job Overview

Company Overview:

At Expeditors, we believe in the power of information to drive success. Our commitment to excellence in global supply chain management is matched only by our dedication to fostering a professional and supportive work environment.

  • 15,000 skilled professionals
  • 250+ global locations
  • Fortune 500 company
  • Integrated global systems
Position Summary:

The Service Provider Manager is responsible for qualifying, engaging, developing, and maintaining relationships with service providers within the district. This role is crucial in ensuring that Expeditors maximizes value and delivers outstanding customer service.

Key Responsibilities:
  • Assist supervisors and key personnel in setting and monitoring goals.
  • Organize and facilitate effective meetings with relevant stakeholders.
  • Provide training to branch management on service provider systems and data management.
  • Coach team members for development beyond their current expertise.
  • Collaborate with Products & Services to identify new service provider needs and outline service expectations, including conducting risk assessments and managing the RFQ process.
  • Ensure compliance with approved service providers, establishing profiles, baseline KPIs, and process mapping.
  • Monitor service provider performance and compliance, conducting business reviews and developing improvement plans as necessary.
  • Drive continuous improvement initiatives and assist management in highlighting the value of service provider relationships.
  • Work closely with the Regional Service Provider Manager to stay updated on program changes.
  • Establish service expectations and performance measurements for service providers.
  • Review and report on branch and service provider performance regularly.
  • Encourage a proactive approach to innovation and improvement among service providers.
Additional Responsibilities:
  • Maintain oversight of service provider profiles and metrics, seeking areas for enhancement.
  • Ensure accurate setup and usage of service provider GCIs by operations.
  • Assist Product Managers in quarterly reviews with service providers to discuss improvements and resolve service issues.
  • Engage with Expeditors' management and staff to achieve shared goals.
  • Establish and monitor performance standards, escalating issues as needed.
  • Act as an ambassador for the service provider management program.
  • Document customer service provider feedback in the CRM and ensure follow-up on resolutions.
  • Ensure timely payments to service providers and drive operational efficiencies.
  • Support the resolution of claims and disputes while promoting compliance with company policies.
  • Foster a positive relationship with the Trade Compliance Manager to support compliance efforts.
  • Promote the company's cultural attributes among employees.
  • Be open to implementing new systems and process improvements.
Qualifications:
  • Knowledge of Expeditors' policies and procedures.
  • Strong understanding of market dynamics and competition.
  • Proficiency in Expeditors operating systems, Excel, Visio, and process mapping.
  • Excellent interpersonal skills with the ability to communicate effectively.
  • Proficient in Microsoft Office applications.
  • Ability to develop and articulate business plans.
  • Demonstrated customer service and interpersonal skills.
  • Self-reflective and open to constructive feedback.
  • Ability to work independently and take initiative.
  • Exemplary integrity and professionalism.
  • High school diploma or equivalent business qualifications.
  • A minimum of four years of experience in the industry.
Compensation:

Salary is competitive and includes eligibility for bonuses.



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