Manager, Domestic Client Services - Estes Forwarding Worldwide

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 Manager, Domestic Client Services is responsible for developing business in EFW’s core services:  Domestic, Truckload, and Tradeshow, through sales techniques, market and industry knowledge, and superior customer service. The Manager, Domestic Client Services, may carry out responsibilities in some or all the following functional areas: business development, operations, and pricing.

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. 

• Engage is solutions-based communication with customer and EFW Sales.
• Identify trends, key issues, and successes through data analysis and customer feedback.
• Utilize EFW Tools to quote business efficiently and successfully.
• Respond to client inquiries quickly and efficiently.
• Provide fast professional customer service to new leads and prospects.
• Proactively engage customers to build rapport and ask for new opportunities.
• Follow up on lost quote opportunities to receive feedback and continuously improve process.
• Act as a liaison between clients, operations, administration, and accounting.
• Provide client with proactive and requested milestone communication.
• Own client issues to resolution.
• Continually develop market and industry knowledge to facilitate success.
• Assist with the implementation of quality improvement activities and policies.
• Look for ways to continuously improve processes.
• Develop and use collaborative relationships to accomplish work goals; develop individual relationships by listening, sharing ideas, and appreciating other’s efforts.
• 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

• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications.
• Must be able to proficiently complete air and ground shipping documents both electronically and manually.
• 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 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 standardized solutions that require some ingenuity and analysis.
• 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 has no direct reports. 

EDUCATION/EXPERIENCE

Minimum of an Associate's degree (or equivalent) 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

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.  While performing the duties of this Job, the employee is also regularly in the warehouse exposed to moving mechanical parts. The employee is frequently exposed to wet and/or humid conditions and extreme cold and/or heat. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration. The noise level in the work environment is usually loud.

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