Manager, Tradeshow Client Relationships

Overview

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

Responsibilities

The Manager, Tradeshow Client Relationships is accountable for managing all facets of assigned Tradeshow accounts within Estes Forwarding Worldwide, LLC. The Manager, Tradeshow Client Relationships is responsible for collaborating with EFW sales, operations, and Internal SMEs while establishing and maintaining Tradeshow client relationships, coordinating support for clients, directing client strategies, reporting on client relationships, managing the implementation and onboarding of new Tradeshow client accounts, and ensuring a consistently high level of service, quality, and client satisfaction.

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Develop and maintain strong, long-term Tradeshow client relationships with assigned accounts.
• Achieve assigned strategic Tradeshow account objectives.
• Work in conjunction with Tradeshow sales team members, operations leadership, and the EFW Executive team to ensure open communication and provide excellent customer service.
• Gather information from members at all levels of the organization who can contribute information about problems and possible solutions.
• Research and provide possible solutions for identified issues.
• Recommend strategies to management and other decision makers.
• Look for and develop new opportunities through Challenger Sales process and consultation.
• Develop new relationships with assigned Tradeshow accounts through networking and additional opportunity probing.
• Recommend new EFW strategies to client management and other decision-makers.
• Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.
• Own assigned new Tradeshow customer onboarding and integration.
• Assist with facilitating the Onboarding Roadmap.
• Assist in developing and ensure execution of Tradeshow client agreements for new accounts.
• Identify IT integration needs and work with assigned IT project managers.
• Act as the liaison between clients and all pertinent internal teams.
• Support bidding and pricing process with assigned accounts.
• Interact with key SMEs to facilitate timely delivery of completed projects and improvements.
• Communicate with major clients on a regular basis and respond to specific queries.
• Establish and continuously improve processes to ensure excellent client relations.
• Handle transactional complaints and problems in a timely and effective manner.
• Be a client resource for all Tradeshow needs.
• Provide dedicated and complete customer service support.
• Engineer solutions and innovative ideas to meet client needs.
• Prepare Business Reviews in an established cadence (monthly, quarterly, etc.).
• Understand and provide business projections to all relevant parties.
• Monitor account performance by regularly reviewing KPIs and agreed upon client SLAs.
• Work with operational team to identify any lagging trends and improve to client expectation.
• Define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions.
• Measure effectiveness of solutions and process improvements.
• Support and work with VP, Tradeshow for any identified account escalations and issues with operational performance.
• Support and work with Tradeshow operations for any identified new opportunities or issues with performance.
• Routinely measure shipment volume levels and quickly investigate attrition or growth to determine root cause. Escalate any identified attrition to management.
• Maintain Client Tradeshow and Event schedule within CRM, building opportunities and maintaining the schedules in order to stay on top of account growth and potential revenue. Keeping contact information updated with CRM and Worldtrak.
• Build client quotations and shipments within Worldtrak.
• Route all shipments for the client and look for opportunities to maximize profit by consolidating shipments with other account freight.
• Effectively log all client communication in the company CRM.
• Regular attendance is required.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

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 be able to travel via car, train or plane when requested.
• 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.

SUPERVISION

Position functions semi-autonomously and has no direct reports.

EDUCATION/EXPERIENCE

Minimum of an Associate\’s degree and 5-7 years of experience. Additionally, 5-7 years of experience within the transportation industry preferred. However, a combination of experience and/or education will be taken into consideration.

LICENSES/CERTIFICATIONS

Valid driver’s license required.

TRAVEL

Periodic travel up to 25% required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Typically sitting at a desk or table. Intermittently sitting, standing, walking, or stooping.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties.

Normal office situation.

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

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