Sr. Director, International Account Management - Military veterans preferred

Sr. Director, International Account Management

US-MN-St. Paul

Job ID: 2025-6624
Type: Regular Full-Time
# of Openings: 1
Category: International Services
EFW/SBS

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

The Sr. Director, International Account Management is accountable for taking over each customer relationship after the sale.  The Sr. Director, International Account Management will lead a customer-focused International Account Management Team and will work to ensure a smooth experience post-sale, including responding to customer inquiries and growing new business within the account.  The Sr. Director, International Account Managers will lead teams that will work closely with their colleagues in Sales, MCR’s, SME’s, GM’s, Int’l Operations, and other teams to deliver a seamless customer experience by solving problems and providing continuous communication to the customer.  They will advocate for the customers within our organization and drive ongoing improvement.  This role will report to the Senior Vice President, International Operations.

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. 

• Model and act in accordance with EFW guiding principles and core values and ensure compliance with the internal quality policies, procedures, and guidelines.
• Manage and develop a nationwide team of International Account Managers that will be assigned to EFW sales personnel.
• Establish and continuously improve processes to ensure excellent customer experience, customer relations, and customer service within the assigned account.
• Respond to customer inquiries, including quotes, customer questions, and research and provide possible solutions for identified issues. Assist client in gathering data and all requested information.
• Growing new INTL business of assigned account and ensure all KPIs are being met and exceeded. Consistently review EFW network for areas of improvement.
• Build strategic relationships with key contacts at customer organizations to understand opportunities for creating value and capitalize on value creation opportunities by working closely with the sales and operations management team at multiple sites and locations to develop creative workable solutions to customer needs.
• Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges and future plans.
• Participate in clients’ QBR and MBR meetings.
• Travel for international sales calls/meetings with EFW sales personnel.
• Maintain a high level of expertise and knowledge of international products and services and keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking, and participating in professional organizations.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

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

SKILLS AND ABILITIES

• Ability to read and interpret comprehensive and intricate research documents.
• Ability to write scientific reports and technical correspondence.
• Ability to work with executives and communicate abstract concepts.
• Ability to present to a high level of the organization and groups outside of the organization.
• Ability to work independently or in a team setting, in a fast-paced environment.
• Must be mentally and emotionally capable of handling a high stress environment.
• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Demonstrated knowledge of sales concepts, methods and techniques.
• Strong interpersonal skills (maturity, good judgment, diplomacy and patience) and strong consulting and presentation skills.
• Demonstrated skills in organization group process, problem identification and resolution at both a strategic and functional level.
• Cognizant of domestic and international regulatory compliance laws and regulations related to the supply chain and transportation industry.
• Attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
• Excellent spelling, grammar and written/ oral communication skills.
• Ability to plan, organize and manage multiple projects and set priorities.
• Ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis.
• Ability to draw inferences and use deductive reasoning with no prescribed procedures to solve complex problems.
• 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 prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check.
• 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 position directly/indirectly supervises 5-18 employees.  Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) and 10 years of industry experience preferred.  However, a combination of experience and/or education will be taken into consideration. 

LICENSES/CERTIFICATIONS

None 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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