As an Account Support Manager (ASM), you are the operational backbone and strategic safeguard for our major corporate accounts, with a dedicated focus on managing and scaling our Chinese client relationships. Working closely with Account Managers and regional teams, you ensure that customer service expectations, KPI targets, and data integrity requirements are consistently met and exceeded. You orchestrate our global network to deliver visibility, resolve operational exceptions, and drive continuous improvement. 

Key ResponsibilitiesStrategic Account Management:

• Expectation & SOP Management: Document, maintain, and update customer Standard Operating Procedures (SOPs), rate structures, and KPI metrics across operational teams. 


• Business Reviews & Trend Analysis: Prepare comprehensive data for customer business reviews; analyze performance trends and identify opportunities for optimization. 


• Process Improvement: Drive network-wide process improvements to elevate service quality, operational resilience, and data integrity. 


• CRM & Risk Escalation: Maintain accurate customer organization trees in CRM and proactively escalate risks through appropriate channels.

Tactical Account Management:

• Exception & Escalation Handling: Act as the primary escalation point for service irregularities, driving corrective action plans (CAPA) to eliminate root causes. 


• Quoting & Tracking: Manage spot quotes, track critical shipments, and provide proactive communication regarding out-of-scope movements. 


• Reporting & Data Accuracy: Design, build, and maintain ad-hoc visibility reports and customer dashboards with a high focus on data quality. 


• Financial & Claims Governance: Monitor billing accuracy, assist with receivables/collections, manage EDI issues, and resolve claims/disputes. 

• Language Skills: Fluent/Native proficiency in Mandarin (Chinese) and Fluent English (both written and spoken) are mandatory to communicate seamlessly with our Chinese clients and internal operational teams.


• Experience: Minimum 2 years of operational experience within freight forwarding, supply chain management, or account support. 


• Education: University degree or equivalent business/logistics qualification. 


• Analytical Skills: Strong data analysis capabilities with a sharp eye for detail, trends, and system workflows. 


• Communication & Emotional Intelligence: Charismatic personality with proven problem-solving abilities and the emotional intelligence needed to build strong relationships across a global network. 


• Industry & System Knowledge: Good understanding of air, ocean, and road freight products and modern ERP/TMS systems.

• Work Week: 38.75 hours per week with a great work-life balance.


• Growth & Development: Access to world-class internal training programs and clear career advancement pathways within a global Fortune 500 organization. 


• Competitive Package: A strong primary salary matched with excellent secondary benefits, including a bonus structure, pension plan, and travel allowance.


• Culture: A highly professional, collaborative, and inclusive environment that values ownership, passion, and personal initiative.

Expeditors is a Fortune 500 service-based logistics company headquartered in Seattle, Washington. We generate highly optimized and customized supply chain solutions for our clients through a global network of over 350 locations in 100+ countries. We believe that our culture of personal commitment, ethical business practices, and continuous process improvement is what sets us apart in the logistics industry.