Local Account Manager

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. Key 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 Employee Stock Purchase Plan (ESPP) Hospitalization Insurance Employee Assistance Program (EAP) Training and Personnel Development Program Possibility of Bike Lease All your information will be kept confidential according to EEO Guidelines.