Foreign Trade Zone Customer Engagement Mgr-Remote

Job Summary

The Brokerage Account Manager Foreign Trade Zone (FTZ) serves as the primary contact for accounts. The incumbent maintains communication with clients to ensure operational execution of customer requirements, resolve customer issues, identify ways to improve service and implement continuous improvement projects. This position serves as a local advocate and business advisor focusing solely on supporting the Brokerage product. The incumbent facilitates activities (e.g., brainstorming sessions, implementation of corrective action plans, etc.) to reduce churn and identify opportunities to expand customer relationships. This position conducts business meetings and is responsible for tracking program metrics. The incumbent collaborates with Global Brokerage Account Managers, members of senior staff in the client organization and manages others in the department.

Responsibilities

• Manages revenue retention and churn reduction to retain brokerage customers and maintain revenue levels
• Gathers and shares brokerage customer service best practices
• Assists with developing requirements and managing implementation of technology and information enhancements to drive customer satisfaction and growth
• Monitors product service standards' compliance, customer KPI's and program metrics
• Conducts service quality reviews to evaluate product delivery quality and ensure high levels of customer satisfaction
• Holds others accountable to established performance levels to achieve individual and group goals
• Monitors client's Accounts Receivable (A/R) to ensure timely payment and guards against scope creep to ensure UPS maintains a healthy financial position
• Assists with driving service process improvements throughout the network to maintain consistency and improve service quality and efficiency
• Manages a portfolio of brokerage customer accounts to ensure customer satisfaction and grow UPS business
• Serves as a liaison between Operations and Sales to expand the scope of client relationships
• Assists country staff to ensure UPS meets client performance goals and expectations, upholds quality standards for freight services and delivers and increases customer satisfaction
• Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law