AOG/CLS Manager

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

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!

Summary Description:
To ensure that our export (AOG/CLS/ Aerospace) customers are well transitioned and served from/in the destination or managing branch; To further develop the export product in the marketplace through focus on Operations, Finances, Sales, People, Systems, and Culture in adherence to the company’s policy and procedures.

The AOG/CLS Manager will ensure the smooth running of the department within the branch and actively grow the AOG/CLS vertical in the marketplace through focus on Operations, Finances, Sales, People, Systems, and Culture in adherence to the company’s policy and procedures. Leading by example in times of need

Key Responsibilities:

People:

• Mentor and develop.
• Review and conduct staff appraisals timely, and at a minimum once per year per employee.
• Develop solid #2 to run operations and assists in retention.
• Assist supervisors and key staff with goal setting and monitoring.
• Conduct regular interviews with potential new personnel.
• Plan for and hold effective monthly department meetings with team.
• Prepare, execute and communicate department tactical business plans and goals.
• Be responsible for the training and development of export staff within the branch.

Operations:

• Oversee the management of the branch AOG/CLS department.
• Monitor and improve key departmental productivity indicators.
• Proactively monitor exception reports to ensure Expeditors is meeting key event milestones within the life of a shipment.
• Manage implementation and ensure compliance to “Standard Operating Procedures” for the client. Also, coordinate and manage SOP revisions and send updates to origins.
• Assist origin/destination operation teams, when needed, in providing operational knowledge, system demos and support on technical capabilities.
• Build and maintain strong relationships with service providers and customers.
• Own and manage the service provider program within the department, ensuring consistent and high level operational quality to our customers.
• Evaluate service providers at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans where needed.

Customer

• Maintain a healthy sales pipeline by driving the development of new business opportunities.
• Complete 5 Sales and/or Retention Calls per week and ensure they are documented in CRM.
• Engage with Sales and AM at all meetings.
• Drive engagement and ownership with customer base via face to face and onsite if required
• Ensure Customer Reviews and scorecards are completed with your regular customers.
• Pro-actively provide pricing alternatives, routing solutions and technical assistance to clients through internal sales both regional and global.
• Respond to requests for proposal, quotation, or information timely and with market competitive pricing matching the scope of service required by the customer.
• Take an active role in the transition of new business/ updates to existing business.
• Responsible for identifying and defining realistic service needs and measurements.
• Responsible for maintaining the agreed upon scope of services.
• Keep the clients abreast of the latest developments in market.
• Responsible for advising the clients of new system enhancements, technology, and other value added services export has launched.

Finance:

• Review department P&L on a monthly basis and understand composition of clients, revenue per account.
• Make sure billing process is completed and on-time.
• Assist District Manager / Business Manager with preparation of annual department budget.
• Meet monthly with District Manager / Business Manager to review department financial P&L and productivity results and goals.
• Attend Accounts Receivable meetings and proactively work to maintain accounts payment within payment terms.
• Ensure company credit procedures are followed and utilized effectively.
• Ensure AJAX, BNP debits/credits and draft payables are cleared timely.
• Ensure any contracts, Service Provider, customer or other, are reviewed in accordance with company contract policies prior to being signed.
• Utilize TOP 20 ACCOUNTS and CLIENT REVENUE reports to continually evaluate the development of your departmental client base and the revenue distribution amounts and % of top clients, and work towards goal of balanced customer base (no more than 10% revenue by one customer)

Compliance:

• Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Maintain a positive relationship with the Trade Compliance Manager and support all compliance efforts and trainings.

Culture:

• Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary.

Systems:

• Ensure department is using all system tools to their greatest advantage based on your department size and organization. (e.g. using export workflow, export and import database, and other system generated reports to manage by exception)
• Be open to implementing new system changes and enhancements into your branch.
• Be involved and suggest system/process improvements.
• Set the tone of this environment within your branch.

Operations:

• Have a passion for high profile, high pressure shipments moving at a fast pace
• To be pro-active and finding solutions for our customers if escalations should service failures occur.
• Be willing to learn
  • Road Freight
  • Imports
  • AOG industry norms
• Be available to be “on call” (time frame to be determined)
  • Shipment monitoring inside and outside of normal working hours.
• Willing to make personal sacrifice for the progression of the department and self.
• Able to negotiate.
• Understand department process flow, constantly looking for areas of improved efficiency.
• Monitor compliance at all times to regulations.  This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies/requirements.
• Ensure all customers standard operating procedures are followed as per the DLSOP

• Good market and product knowledge.
• Meet company standards of 52 hours training per year, including as needed management/leadership training.
• Degree from four year college or university; or 4 + years of industry specific experience
• Strong market and competition knowledge
• Effective interpersonal skills, including proven abilities to listen, comprehend, communicate clearly and concisely to obtain positive results.
• Proven negotiation skills 
• Ability to define, develop and document business processes and procedures.
• Proven leadership attitude and background
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Experience in the handling of AOG, CLS movements.

Must be eligible to work in the UK

Expeditors offers excellent benefits

• Private Medical Insurance
• Pension Scheme
• Life Assurance
• Bike to work scheme
• Employee Stock Purchase Plan 
• Training and Personnel Development Programme