Service Provider Manager, Corridor – Tamaulipas – MEXICO

Job Expired

Job Overview

Company Description

As a Fortune 500 company, Expeditors employs more than 16,000 trained professionals in a worldwide network of over 329 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customize solutions and seamless, integrated information systems. Our services include the consolidation and forwarding or air or ocean freight. Customs brokerage, vendor consolidation, cargo insurance, time-define transportation. Order and risk management, warehousing. distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington.

Job Description

Scope of Position

Service Provider Manager drives collaboration with Department  Managers leading our efforts to qualify service providers, engage and develop the relationships and measure their performance to ensure we are driving operational excellence and obtaining the best possible value.


Key Deliverables:

•Proactively monitor the following key metrics to achieve the expected results:

•Operational Performance

•Approved Service Providers at 100% – Service Providers in approved PU&D service type status at time of FRT for pick-up and DLV for delivery.

•Pick Up Connectivity at 100% – Date driver is first FRT event.

•Delivery Connectivity at 100% – Date driver is first DLV event.

•Top 5 Service Providers at 90%+ -Top 5 Pickup and Delivery Service Providers by shipment count .

•Connectivity Response at 100% – Delivery = DRR + DRA + electronic DLV (EX, *EDI, or QZ operator code).

•POD Timely at 100% (Measure timing between first DLV event and first POD).

•Performance evaluation at 100% –  Performance evaluations completed correctly in CRM.


•Negotiate bids at least 20% of our services per year.

•Renegotiate rates of existing agreements at least 33% each year or at least every 3 years.



General Responsibilities:

•Exemplify and Teach Our Culture, Mission and Goals.

•Follow the 10 Critical Success Factor and the ‘What’s expected of a Manager’ guidelines.

•Own your self-development. Prepare, follow-up and execute on your personal development goals.

•Ensure that department is properly staffed, structured and organized and interview regularly.

•Ensure all needs and tools required are available for the Department to be successful in all areas.

•Engage with team members daily, conduct check-in meetings regularly assisting them with ongoing feedback, coaching and mentoring.

•Be visionary as it relates to managing staff, processes and tools to be able to handle volume spikes, growth locally or supporting other branches.

•Work closely with the regional service provider manager to learn about corporate strategies and program updates and communicate to branch personnel.

•Utilize, consult, inform, and incorporate Expeditors’ management and staff where appropriate to develop and achieve goals of joint business plan, mutual cost reductions, strategies and expectations.

•Maintains a Tactical Business Plan SPM Program, founded/aligned with CHQ program strategies.

•Effectively manage the 3 year RFQ plan.

•Ensure strong knowledge and proper use of all Expeditor systems and tools, applicable for service providers management, such as Scout systems, Azure, SharePoint, Excel program, CRM tool, etc.

•Drive the implementation of mandatory systems integration between the Service Provider and Expeditors to further efficiencies.

•Establish and main efficient SPM processes structure and guidelines and ensure consistency within the Corridor.

•Map and understand department process flow, constantly drive service improvements to create efficiency of operations and lower costs.

•Ensure all service provider GCIs are accurately set up and properly used by operations.

•Actively participate in the optimization of tools and continuously improve the efficiency and quality of the service. Set the tone of this environment within the department

•Escalate necessary issues to District or Branch Manager




•Collaborate with Product Managers to identify the need for a new service provider, outline service expectations and measurements for new and existing service providers.

•Collaborate with SH&S Manager to ensure risk reviews for service providers are completed.

•Facilitate the RFI process to select the most qualified provider in light of quality of service and cost.

•Primary focus to the following products and service areas: Air, Ocean, Transcon, Distribution Services and Facilities services.

•In conjunction with department Managers:

•Streamline the procurement of services ensuring the best service for Expeditors and its customers.

•In collaboration with the department Managers develop the SOW (statement of work) for each service, ensure to cover all identified needs. (requirements Department manager & general information SPM).

•Communicate the SOW and agreed with the service provider to define the service for Expeditors.



•Assess district buying power, understand existing and future volume of service needed, and collaborate with Regional Service Provider Manager to strategize and leverage district, regional and national agreements.

•Drives RFQ process effectively and in compliance with the established processes, policies and procedures, ensuring transparency at all time.

•Assess past and potential future market trends, predict future market trends, opportunities and identify future areas of focus for procurement.

•Validate cost competitiveness vs the market, negotiate and execute district service provider agreements without scarifying the quality of the service.

•Renegotiate rates of existing agreements at least 33% each year or at least every 3 years.



•Ensure service provider, meets our compliance, security, health & safety and operational requirements.

•Establish service provider profile in the system, baseline KPIs, electronic connectivity and automated milestone responses.

•Drive continuous improvements. Highlight value of the relationship to the service provider as well as our branch (i.e.: cost savings, standards improvement).

•Ensure service provider has a proactive focus on innovation and continued improvement.

•Ensure all Service Providers comply with services outline in SOW and established agreements adhere with all company policies and regulations, such as man power sub contract Agencies, Transportation or any other service or product.

•SPM will establish a process to request sub-contract agents to staffing agencies for applicable depts.

•Manage the requests from our operations team to our man power sub contracted agencies to ensure a control and consistency of the process.

•Ensure all service provider complaints / compliments and calls are entered in the CRM (Company Relationship Management), and are follow up on resolution actions (product and SP).



Relationship Management:

•Develop a strategic relationship with Expeditors’ existing and new service providers.

•Establish and monitor performance standards for all activities as outlined by both product and corporate KPI. Communicate results to stakeholders, including DM and regional SPM.

•In collaboration with product managers develop a plan to improve all areas of execution (i.e.: DLV to DLV create, DLV to POD).

•Promote and monitor the application of environmental practices, adherence to compliance and security standards, investment in technology, process improvement, and growing the relationship.

•At a minimum maintain and perform quarterly scheduled scorecard evaluation of all critical areas of the relationship as aligned to corporate, regional and local product leadership.

•In conjunction with department managers revisit the business plan, discuss improvement opportunities, confirm resolution to service failures, and record notes for continued follow up in CRM.

•Maintain daily/weekly oversight of profile requirements. Consistently review and report on branch and service provider performance program standards and expectations.

•Ensure service consistency and reliability.

•Work closely with the regional service provider manager to learn about program updates and communicate to branch personnel.

•Work closely with Shared Service Manager and department Managers to establish service expectations and measurements for new and existing service providers.

Escalate issues to Shared Service Manager, Regional SPM and DM as needed.



•Highlight value of the relationship to the service providers and our branch (i.e.: cost savings, service and standards improvement).

•Nominate outstanding service providers for district recognitions.

•Actively participate in the preparation of the service provider appreciation regional event and or coordinate local service provider event.



•Expense Control – contribute to remain under budget on Corridor expenses.

•Constantly drive service improvements to create efficiency of operations and lower costs.

•Contribute to reduce expenses by negotiating the best possible market cost for  products and services through RFQ process and document cost reduction.

•Provide assistance in resolution of claims and disputes associated with negotiated agreements.



•Promote compliance in diligently following all company policies and regulations and in being the role model of integrity and pride for all employees.

•Comply with Operational Performance Assessment process.

•Proactively communicate with the team to ensure continuous awareness and understanding of SPM established processes and policies and regulations.

•Support Trade Compliance efforts and trainings.


To be the most effective in this position the ideal candidate should possess the following:

•Education: Bachelor’s in accounting or business administration (preferred) or equivalent combination of education and experience.

•Experience: 4 years of Expeditors/industry experience. Two years of supervisory experience (preferred).

•Exhibit a leadership style that empowers, coaches, mentors, team building and fosters a cohesive team environment always prioritizing employee satisfaction.

•Customer Satisfaction oriented.

•Ability to create/write and articulate business plans.

•Strong interpersonal and communication skills, ability to communicate at all levels written and oral communication and presentations.

•Experience in creating/designing and delivering presentations and business plans.

•Strong analytical skills

•Strong organizational skills, ability to manage complex projects effectively.

•Time management skills, multitask and attention to detail.

•Ability to complete work within standard procedures, guidelines and office policies.

•Self-driven personality and good business sense are expected.

•Strong computer skills, including knowledge of all Microsoft Office applications and Expeditors operating systems, Excel is a must.

•English and Spanish fluency verbal and written.

•Commitment to Exemplify our culture at all times.

Additional Information

  • All your information will be kept confidential according to EEO guidelines
  • This job has expired!
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