Provider Management Specialist

2 weeks ago

Seattle, Washington, United States Expeditors Full time
Job Overview

Company Overview:

At Expeditors, we believe that our core mission transcends shipping; we are fundamentally in the business of information management. Our expertise lies in global supply chain solutions, underpinned by a culture of professionalism, leadership, and a collaborative atmosphere that promotes innovative, customer-centric logistics.

  • 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 managing all facets of Expeditors' interactions with service providers to maximize value and deliver outstanding customer service.

Key Responsibilities:


• Support supervisors and key personnel in setting and tracking goals.

• Organize and conduct effective meetings with relevant stakeholders.

• Educate branch management on service provider systems and data handling.

• Mentor team members for growth within and beyond their areas of expertise.

• Collaborate with Products & Services to identify new service provider needs, outline service expectations, conduct risk assessments, and facilitate the RFQ process for provider selection.

• Ensure compliance with approved providers who meet operational standards. Establish service provider profiles, baseline KPIs, and support process mapping while communicating updates to users.

• Monitor service provider compliance and performance, participate in risk assessments, and conduct business reviews as necessary. Develop improvement plans and promote adherence to environmental practices, compliance, and security standards.

• Drive continuous improvement initiatives. Assist management in showcasing the value of service provider relationships, including cost savings and standards enhancement, and actively participate in service provider appreciation events.

• Collaborate closely with the Regional Service Provider Manager to stay informed about program updates and relay information to branch staff.

• Work with the District Manager and branch personnel to set service expectations and performance metrics for both new and existing service providers.

• Regularly review and report on branch and service provider performance against established standards.

• Ensure service providers maintain a proactive approach to innovation and continuous improvement.

Additional Responsibilities:

Once proficient in the role, additional responsibilities outside the Service Provider Manager scope may be explored:

• Oversee daily/weekly profile requirements and set performance metrics with service providers, continuously seeking improvement opportunities.

• Ensure accurate setup and usage of all service provider GCIs by operations.

• Assist Product Managers in conducting quarterly reviews with service providers, discussing improvement opportunities, confirming resolutions to service failures, and documenting successes in CRM for ongoing follow-up.

• Engage with Expeditors' management and staff to develop and achieve shared goals and mutually beneficial opportunities.

• Establish and monitor performance standards for all activities, escalating issues to the District Manager and Regional Service Provider Manager as necessary.

• Act as an ambassador for customers and potential clients regarding the benefits of our service provider management program.

• Ensure all customer service provider feedback is recorded in the CRM, shared with service providers, and followed up on for resolution.

• Guarantee timely payments to all service providers.

• Drive service enhancements to improve operational efficiency and reduce costs.

• Assist in resolving claims and disputes, including credit and collections.

• Promote compliance with company policies and regulations, serving as a role model of integrity and pride for all employees.

• Maintain proactive communication with the team to ensure awareness and understanding of policies and guidelines.

• Foster a positive relationship with the Trade Compliance Manager and support compliance training efforts.

• Advocate for the company's cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

• Be open to implementing new system changes and enhancements within your department.

• Actively suggest system and process improvements.

Qualifications:


• Knowledge of Expeditors' policies and procedures.

• Strong understanding of market dynamics and competition.

• Familiarity with required Expeditors operating systems, as well as proficiency in Excel, Visio, process mapping, and Access.

• Excellent interpersonal skills, with proven abilities to listen, comprehend, and communicate effectively to achieve positive outcomes.

• Proficient in Microsoft Office applications (Excel, Word, etc.).

• Ability to develop and articulate business plans.

• Demonstrated customer service aptitude and strong interpersonal skills.

• Self-reflective and receptive to feedback.

• Initiative and ability to work independently.

• Role model of integrity and pride for all employees.

• High school diploma or equivalent business qualifications.

• Minimum of four years of experience in the industry or with Expeditors.

Compensation:

Salary: Competitive, with eligibility for bonuses.

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