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About the Role
This is an account management role focused on retention, service quality, and problem-solving for existing importers. The primary goal is to understand and resolve issues, drive client satisfaction, and retain business, with a secondary focus on re-engaging dormant accounts.
Responsibilities
- Own a portfolio of importer accounts, serving as the primary relationship owner.
- Manage client retention, satisfaction, and relationship health.
- Diagnose client issues, determining the nature of the problem before escalation.
- Review shipments to proactively identify and address potential problems.
- Balance client needs with business objectives, understanding individual importer priorities.
- Drive quote acceptance and ensure forecast accuracy.
- Oversee outcomes across various internal teams (Product, Operations, Finance, China) for customer requests.
- Monitor and report on portfolio metrics, identifying trends and at-risk accounts.
- Act as an advisor to importers, educating them on supply chain practices and Shippabo's capabilities.
- Communicate market conditions, rate trends, and capacity shifts relevant to clients.
- Handle inbound leads from smaller importers, qualifying and onboarding them.
- Re-engage churned and dormant accounts to understand reasons for reduced business and rebuild relationships.
Requirements
- Direct experience in ocean freight forwarding, NVOCC, or managing ocean freight as an importer.
- Understanding of the end-to-end ocean shipment process.
- Ability to troubleshoot independently by forming hypotheses, checking data, and acting.
- Strong commercial judgment to differentiate between valuable concessions and bad precedents.
- Structured thinking to prioritize and map out next steps in complex situations.
- Clear written communication skills for explaining logistics situations to clients.
- Comfort working in a small company environment with significant ownership.
Skills
- Account Management
- Client Relationship Management
- Problem Solving
- Troubleshooting
- Commercial Judgment
- Structured Thinking
- Written Communication
- Ocean Freight Forwarding
- Logistics
Location
- US
- Canada
- Vietnam
- Philippines
- China
Work Type
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- $90,000 to $100,000 base salary
- $100,000 to $120,000 expected Year 1 total cash compensation (including bonus)
Benefits
- Ample Vacation and Sick time
- Health Coverage premiums covered for employee and dependents
- 401(k) Plan with matching contributions
About the Company
- Shippabo is a tech-enabled ocean freight forwarder founded in 2016.
- They have raised $22 million from notable investors.
- Their platform allows importers to book, track, and manage ocean shipments.
- Shippabo operates a forwarding business with dedicated contract negotiation and an origin team in China.
- The company has approximately 40 employees across multiple countries.
- Their engineering team develops software to enhance operational speed and transparency.
Equal Opportunity
- Shippabo is an Equal Opportunity Employer.
- Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.
- Accommodations are available during the interview process upon request.