If you are looking for a positive work environment, a sense of belonging, purpose and happiness of human dimensions, where collaboration and continuous improvement are part of your day-to-day, and where you have a direct impact on the customer experience, you are at the right place !
Omnitrans is currently searching for a Bilingual Client Experience Account Manager to join our Sales & Business development team in Montreal.
In this role you are responsible to build client facing relationships with new and existing Omnitrans clients across all divisions to ensure effective account setup, maintenance, and delivery of service from an Operational perspective and to ensure business needs are proactively met
Your day-to-day:
- Establishes a retention and success plan, and detects and recommends new opportunities and necessary changes to enhance internal processes, technologies, and workflow to enrich client experience:
- Maintain monthly volume/revenue variance reports and conduct in depth analysis using revenue reports and report areas of concern to the appropriate Divisional Manager.
- Develop a client visitation schedule to proactively manage the account and ensure client expectations are met and exceeded. Report areas of concern to the appropriate Divisional Manager.
- Identify gaps in service and opportunities for improvement, working with appropriate Divisional or Operations Manager to resolve.
- Conduct quarterly business reviews with key accounts.
- Perform on-site client training when required (in any of Omnitrans’ divisional areas).
- Resolve escalated payment disputes when required.
- Work with clients to rectify areas of non-compliance as identified by the Customs Brokerage operations group (i.e., documentation issues, etc.)
- Maintain client SOP’s
- Work with Divisional Managers to negotiate fees with clients for various product offerings when required.
- Provide continuous follow ups.
- Drives the usage of products and technology solutions and ensures that clients receive quality service while taking advantage of company products and solutions.
- Will work with the various internal resources required for integration.
- Conduct product demonstrations of Omnitrans technology products and train clients as required in the use of the various systems.
- Explain Omnitrans’ various online tools (i.e., track and trace, e-billing, etc.) to clients, through oral presentations and product demonstrations. Attend internal meetings when required.
- Be fully versed in all of Omnitrans’ product and service offerings in order to assure a long-term value strategy that will align with the clients' mission-focused outcomes.
- Explain international trade, logistics, and customs regulations through an oral and written presentations; (prepare packages of documentation for clients);
- Monitors the satisfaction of clients and establishes a pace for client interactions that assures each client's solutions are deployed.
- Assures that client inquiries are resolved within the respective internal operational or functional teams
- Perform general administrative duties.
What you bring:
- Completion of bachelor’s degree in Transportation or Logistics or in a related field.
- More than 5 years of experience in the Customs Brokerage and/or related International Trade field, preferably within operations and/or Customer Service to understand the internal procedures of the organization and to have a very good knowledge of industry regulations.
- Solid background in operations.
- Strong analytical skills
- Capable of navigating the company to obtain information for clients.
- Ability to proactively problem-solve and troubleshoot issues ranging from minor processes to complex business solutions.
- Ability to organize, work in a highly autonomous environment and be accountable.
- Excellent verbal and written communication skills in French (Montreal) and English.
What we offer:
- Be part of a well-established international company, combining 45 years of experience in Customs Brokerage & Logistics services.
- Be involved in new technologies projects.
- Have an impact on the growth of the company.
- A hybrid work environment with two days per week at the office.
- 24/7 telemedicine platform and an extra healthcare account expense.
- Have access to a complete insurance program of dental & medical services, a coverage of $500/specialists/year, $200 of expenses account.
- Grow your career in a reputable company.
- Work in a flexible company with an agile mindset.
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Omnitrans is committed to creating and maintaining an accessible and inclusive work environment to eliminate discrimination based on age, skin colour, origin, religion, sex, sexual orientation and any other characteristic.
