Account Manager

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

The Account Manager is accountable for managing all facets of assigned account within Estes Forwarding Worldwide, LLC. The Account Manager is responsible for coaching and developing staff to meet or exceed goals and ensure the highest level of quality and productivity for the account. Collaborate with Director of Warehousing - West, operations, and Internal SME’s while establishing and maintaining client relationships, coordinating support for clients, and ensuring a consistently high level of service, quality, and client satisfaction.

Account Specific Responsibilities:

     -Production: Assembly; QA inspection and control; Parts procurment; Defects management; mechanical apptitude a plus.

     -Customer Service/Administrative: Customer interaction in-person, over phone and email; stage products for pickup; Physical reciepts of finished goods, parts and accessories; Systematic receipts/inventory management; tag units with unique identification. 

     -Supervisory/Management: Oversee 3 to 10 employees, depending upon season. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide leadership and mentoring to all warehouse employees.
• Receiving inspection, inventory management, Forklift, material handling
• Set up, sort, stage, and upfit the account process as required.
• Manage efficient warehouse delivery and customer pick up scheduling.
• Request forecasts
• Customer engagement.
• Validate identity and cover basic functionality of units.
• Respond to calls and emails in timely manner.
• Quality control, follow a non-conformance process and communicate with the account and EFW.
• DEX, SBS WMS system transactions, set up/build instructions, reporting, billing.
• Maintain and be responsible for all tools and equipment necessary to provide the management unit upfit and accessory installations.
• Verify the presence of any required documents (Inspection Certificates, Certificates or Origin, etc.)
• Retain and control all original hard copy receipts.
• Perform a return inspection, noting any damages beyond cosmetic, missing parts or accessories originally delivered on the unit. Remove manufacturer plate, to be used again for set-up.
• Schedule load and ship vehicles to auction location either crated for return specifications or as rolling stock.
• Establish and continuously improve processes to ensure excellent client relations.
• Handle transactional complaints and problems in a timely and effective manner
• Provide dedicated and complete customer service support.
• Understand and provide business projections to all relevant parties.
• Measure effectiveness of solutions and process improvements
• Regular attendance is required.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Minimum of a Bachelor's degree (or equivalent) and 5-7 years of warehouse or logistics leadership. Experience in Lean Six Sigma, 5S, and PDCA methods is preferred. However, a combination of experience and/or education will be taken into consideration. 

SKILLS AND ABILITIES

• Ability to interact effectively with all levels of the organization
• Ability to identify issues, requirements, and opportunities involved in customer service
• Excellent oral and written communication skills
• Excellent project management skills
• Effective time management skills
• Ability to prioritize, manage time effectively, escalate issues appropriately, and keep information confidential
• Respond well to questions.
• Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Ability to read and interpret complex business and/or technical documents
• Ability to write comprehensive reports and detailed business correspondence
• Ability to work with managers or directors and communicate ambiguous concepts
• Ability to present to groups across the organization
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.