Manager - Customer Performance Management

Company Description

As a Fortune 500 company, Expeditors employs more than 18,000 trained professionals in a worldwide network of over 340 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!

Job Description

Scope of Position

• Maintain effective oversight for customers' operational needs and optimal execution for account growth through leadership, active communication, collaboration, and advocacy both internally and with customers

• Review specific customer performance Indicators from operational activities to improve customer experience and deliver value proposition to customer operations while adherence to Company policies and procedures

• Develop and maintain data fluency, leveraging business intelligence tools for efficient data collection, data processing, analysis and reporting to drive and manage performance improvement

Major Duties & Responsibilities

• Responsible for overseeing the customer’s operational performance across the following key areas:
  • Purchase Order Management
  • Vendor Management
  • CFS Freight Management
  • Carrier Performance
  • Carrier Booking Management
• Responsible for conducting both tactical and strategic review of customer operations:
  • Create relevant, effective, objective, and measurable customer measurement criteria
  • Manage the development and deployment of performance reporting according to customer KPIs, where necessary
  • Proactive performance management
  • Outline future customer projects roadmap for performance management
  • Leverage network to derive best practices
  • Serve and maintain consistency across customer operations
  • Facilitate and coordinate corrective and preventive actions (CAPA) to resolve service quality issues
  • Record customer feedback in CRM system
  • Provide regular updates in Account Management Suite – GAM/CAM required, LAM elective
  • Facilitate customer training on Expeditors external tools
• Develop and maintain data fluency with customer
  • Perform analysis or highlight key trends on monthly/weekly data that is delivered to customer
  • Explore data and data reports to confirm our value, and to identify potential value opportunities
  • Maximize efficiency by leveraging common data sets across multiple reporting & analysis tasks
• Maintain consistent connection with districts/ geo involved in handling shipments for your customers to ensure alignment on expectations and that they're set up for success in their operational handling of your customer's shipments
• Conduct regular reviews of SOPs to confirm they are current, relevant, and effectively communicated to all necessary stakeholders
• Maintain regular check-in with operations to ensure operational performance is meeting customer expectations
• Develop customer specific process flows and network diagrams for critical segments of business and identify industry trends that may impact the operational performance on the account
• Work closely with our Global Product Integration Team to create and improve EDI standards and procedures to meet customer EDI expectations  
• Monitor EDI reports and ensure that customer EDI expectations are met
• Lead the interaction and integration with other Expeditors products to develop customized solutions for our customer or specific account
• Perform additional duties as assigned by the management to meet the future development

Qualifications

• College graduate or actively pursuing a degree
• Industry skills including at least 5-8 years of strong product knowledge
• Effective interpersonal skills with ability to listen, understand and communicate clearly and effectively to obtain positive results
• Proficient in PC applications including Windows, Excel, Word, Visio and PowerPoint
• Excellent written and verbal communication skills
• Excellent public speaking and presentation skills
• Willingness to travel approximately 10% – 30% of the time

Additional Information

Application Closing Date: 18th July 2025

Position Location: Position may be based in Hanoi, Ho Chi Minh, Jakarta, Hong Kong, Shanghai or Shenzhen

Expeditors offers excellent benefits:

• Full time job contract
• Competitive salary
• Opportunity for promotion
• Friendly atmosphere among team
• Ability to develop
• Professional Training Plan
• Health insurance program
• Professional of working environment
• 14 Annual leave days in a year.