Department: Sales
Reports to: Dustin King, President
FLSA Status: Non-Exempt, Non-Commission Based
About Us and Our Culture
Established 1907, M.E. Dey & Co. has remained a competitor in the Customs Brokerage and Freight Forwarding industry by delivering outstanding customer service, achieved through the cultivation of strong relationships and the strategic use of technology and automation.
We are located in the vibrant neighborhood of Walker’s Point and boast a dynamic team of approximately 50 professionals. We pride ourselves on cultivating an environment that encourages teamwork and flexibility, facilitated by a hybrid work schedule and a family friendly mindset. We provide ample opportunities for career progression and industry related education, including the potential for advancement into senior management roles. At the heart of our operations are our core values, one of which is a work-life balance. We look forward to adding to our M.E. Dey Family!
Job Summary
This role provides service support to existing M.E. Dey customers while ensuring high-quality, consistent customer experience. The position focuses on proactive account management, identifying service improvement opportunities, resolving customer issues, and supporting customer growth through expanded use of existing services. Over time, and based on performance and business needs, this role may offer exposure to and potential progression into broader business development responsibilities. This position will primarily service customers below the top 50% of revenue.
Duties & Responsibilities
Account Management & Customer Support
- Maintain strong relationships with existing customers through regular communication, service reviews, issue resolution, and follow-up.
- Research and resolve customer concerns by coordinating with internal departments and gathering necessary information.
- Conduct quarterly business reviews with select customers in collaboration with executive leadership.
- Participate in customer meetings to review services, gather operational data, and support customer requests.
- Assist with volume new customer onboarding, including delivering the new customer packet and supporting the account setup process. Independently manage small volume account onboarding from initial setup to completion.
Administrative & Reporting Responsibilities
- Maintain accurate customer records, activity notes, and account details in CargoWise.
- Prepare weekly reports on all customer contact activity by tracking and maintaining customer call logs, meetings records, and contact frequency.
- Prepare structured KPI reporting and activity updates.
- Perform general administrative duties, including responding to correspondence, scheduling meetings, answering calls, taking meeting minutes and maintaining digital files (SharePoint, I Drive, CargoWise).
- Develop proficiency in operating systems and tools used to evaluate and pull customer data, including CargoWise, Revenue Vessel, and Import Yeti.
Customer Growth & Account Expansion
(While this role is not primarily responsible for new business development, it provides foundational experience in customer growth and relationship management that may lead to future business development opportunities.)
- Analyze existing customer activity to identify opportunities for increased engagement or expanded use of current services.
- Develop and execute re-engagement strategies for past, low-activity, or bond-only customers.
- Identify cross-service opportunities within existing accounts and collaborate with sales leadership as appropriate.
- Deliver service-focused presentations to existing customers in support of relationship development and account growth.
Collaboration & Special Activities
- Partner with department managers and leadership to gather client intelligence and address service-related issues.
- Coordinate customer appreciation initiatives, including holiday gifts (ordering, coordinating deliveries, and confirming recipients).
- Attend local industry trade shows and events in the Milwaukee / Madison area to support relationship development and industry awareness.
- Perform additional duties as assigned.
Travel Requirements:
- Requires approximately 50% travel within the local/regional area to meet with customers and attend industry-related events. Travel is primarily same-day, with occasional early morning or evening commitments depending on customer needs or event schedules.
- Some flexibility in schedule may be required based on customer availability or event timing
- A valid driver’s license and reliable transportation are required.
Required Skills/Abilities:
- Self-motivated, resourceful, and effective at problem-solving.
- Strong organizational skills with excellent written and verbal communication abilities.
- Ability to work independently with minimal supervision.
- Strong working knowledge of all Microsoft Office products, including excel.
- Proficiency in Canva and Tableau is preferred but not required.
- Experience with CRM systems and CargoWise is preferred but not required
Education and Experience:
- Post-secondary education in sales, marketing, supply chain, or a related field.
- At least one year of customer service or account support in any field, experience in international trade, transportation, customs, or logistics is a plus.
Benefits
- Health, Vision, and Dental
- Group Term Life Insurance
- Voluntary Life Insurance
- FSA and HRA
- 401K Matching
- Annual Bonuses based on companywide profits and performance
- Hybrid work schedule (Tuesday, Wednesday, Thursday in the office after 90 days)
- Paid Time Off