The Customer Relationship Manager will serve as the commercial interface between the customer and Agility for the nominated/assigned strategic or key account(s) as defined by the commercial team. As part of the business development and customer relations process, they will field customer requests and initiate internal issue resolution. Develops procedures, establishes standards, and administers activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers. Also is responsible for effective response to customer requests, problems, and special needs which can extend to a global client base. Works closely with marketing and sales, logistics, and transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Establish and monitor customer service performance standards
Develop processes to identify customer problems and resolve them expeditiously and efficiently
Manage customer escalations and provide corrective action plan(s)
Manage the Master Service Agreement and contractual obligations
Review and develop Key performance Indicators (KPI) with customer, commercial team and product groups
Manage data quality and ensure resolution
Drive strategic and internal process initiatives
Engage internal teams/resources such as operations/quality/ implementation/client service teams etc. as required
Coordinate pricing and other ad-hoc rating to support the account manager(s) to drive customer revenue growth
Maintain close relationships with clients through regular face to face meetings.
Work closely with Global GAM, SAM, and CRM teams to understand decision making process and local implementation of complex global accounts.
Responsible to grow the GIL25 / Regional Strategic / Named Accounts for Canada.
Responsible for revenue retention and year over year growth objectives as laid down by the commercial leadership
Support the Quarterly Business Review (QBR) process
Manage invoice audits, rebates
Manage the Speed of Invoicing, Invoice Accuracy as well as customer KPI’s
Define and derive processes and their underlying improvements in relation to Invoicing, Transit Times, EDI, Order Management, Agility Tracking and all other applications as part of the turnkey solution to the customer
Initiate and manage operational review meetings with operations/branch teams, customer and document as required
Work with BDM/SAM to improve cash flow, account receivables support (as it relates to the payment terms)
Gather, develop and manage the customer reporting solutions in conjunction with the Implementation group
Work with the Implementation Group to manage renewal and new awards on assigned accounts
All other duties as assigned by the Vice President Commercial
Bachelor’s Degree or equivalent experience required
8+ years of working experience in the freight forwarding and/or transportation industry in a customer facing capacity.
Strong ability to maintain relationships at various levels throughout the customer organization.
Proven working experience of various international transportation products.
+2 years sales experience in the freight forwarding/logistics industry required
Good business acumen and commercial skills.
High emotional intelligence.
Ability to adjust communication strategy and presentation style depending on audience
Broad end-to-end background in logistics and supply chain with core focus on freight forwarding
Project Management background preferred
Organizational skills including prioritizing, planning, assigning and controlling objectives
Ability to interact at all levels in an organization with strong inter-personal skills
Self-motivated with ability to work independently or as part of a team with varied backgrounds/functions/products
Result oriented and places great emphasis on customer focus
Self-directed and motivated with a strong sense of urgency, focus on outcomes and drive for success with attention to detail
Excellent analytical and data management skills
Excellent interpersonal skills—persuasive, empathetic, and able to handle conflict and pressure
Effective listener and communicator who shows empathy for the client’s needs while continuing to fulfill the standard obligations of Agility
Must be able to work with little direction and is conscientious of deadlines