Local Account Manager

Responsibilities

• Customer Retention:
• Take full ownership of assigned accounts: understand customer needs and align on expectations.
• Strenghten relationships at all levels within the customer organization, beyond the main point of contact.
• Monitor customer satisfaction and proactively address service issues, including escalations when required.
• Ensure proactive communication with customers, especially in case of service irregularities or critical shipments.
• Deliver business and follow up on action items using an action tracker.
• Development:
• Identify and convert opportunities through up-selling and cross- selling across multiple products.
• Collaborate with product and operations teams to deliver value-added solutions (services, products, technology) aligned with customer needs.
• Actively manage a sales pipeline within the existing accounts and contribute to business development.
• Governance, SOP & Internal Alignment
• Ensure customer expectations are clearly documented in SOP's and properly executed by operational teams.
• Maintain and update SOP's, including rates, KPI's, and service requirements, ensuring consistency across teams.
• Drive cross-functional collaboration (operations, product, sales) through regular communication and joint customer engagement.
• Data, Tools & Reporting
• Use CRM Dynamics as the primary system for account management, ensuring accurate & consistent data.
• Monitor performance using reporting & BI tools, ensuring quality and actionable insights.
• Initiate and manage corrective action plans (CAPA) to prevent recurring issues.
• Culture:
• Proactively promote the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, Visonarry
• Core Compentencies
• Customer centric mindset with focus on service excellence & retention.
• Business development orientation with ability to identify and execute growth opportunities.
• Strong collaboration and communication skills across teams and steakholders.
• Data-driven decision making and performance management.
• Preferred competencies:
• Cross-product knowledge (Air, Ocean, Customs...) and understanding of the end-to-end supply chains.
• Experience with SOP management, KPI frameworks and customer business reviews.
• Strong presentation and value-selling skills.
• Required Qualifications:
• Bachelor's degree or equivalent experience
• Minimum of 3 years of experience in logistics or within Expeditors
• Strong customer management and communication skills.
• Experience with CRM systems and MS office, strong analytical mindset.
• Strong problem-solving and stakeholder management skills.
• Fluent in English
• Training Requirements:
• Meet company standards of 52 hours training per year, including as needed management/leadership training
• Candidates must be eligible to work in Belgium and have a valid work permit

Benefits

Additional Information

We are looking for a Local Account Manager to support and grow assigned customer accounts by delivering a high level of service, building strong customer relationships, and identifying opportunities for business growth. In this role, you will serve as a key point of contact for customers, partner closely with internal teams, and help ensure customer requirements are understood and supported effectively. The ideal candidate brings strong relationship management skills, a customer-focused mindset, and the ability to coordinate across teams to deliver a consistent service experience.

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