The Client Relationship Specialist is tasked with establishing, maintaining, and enhancing the relationship between the company and external clients. They interact with many different members of the client's team to organize and execute plans that ensure mutual profit.
Responsibilities
- Building and maintaining relationships with clients and key personnel within customer companies via telephone, email and client visits
- Expand relationship within client at multiple levels to include key decision makers (exec., IT., Finance, transportation etc.)
- Conducting business reviews to ensure clients are satisfied with their products and services. Identify and present areas for potential improvement.
- Uncover additional sources of revenue from assigned clients including logistics, CDN/US brokerage consulting.
- Letting customers know about other products the company offers including technology
- Achieving client relationship targets, sales goals and KPI’s as set by Senior VP, Client Relations
- Escalating and resolving areas of concern as raised by clients and liaise with operations, regulatory to resolve.
- Carrying out client satisfaction surveys and client reviews.
- Monitoring company monthly performance against service level agreements and flagging potential issues.
- Updating the CRM and ensuring account managers are aware of changes within clients.
- Passing leads to the sales team and following up on progress.
- Travel to and from client sites will be required.
- Other duties as assigned.
Knowledge and Educational Requirements
- College and or University Degree in Business Administration.
- Minimum Five (5) years account management experience and within a customer service/sales role.
- Customs Brokerage experience is a definite asset
- CCS certification is an asset
- Working knowledge of MS Office Suite of products – Word, Excel, PowerPoint
- CRM – Sales Force experience is a definite asset
- Strong communication skills – verbal and written is required
- Problem solving, accuracy, attention to detail and analytical ability is required
- Strong prospecting skills and negotiating/closing skills is a required
