JOB PURPOSE
The Manager – Client Services is responsible for the management and support of a team of Strategic Account Managers and Account Managers responsible for servicing a defined client account base. The primary job functions of this role are to: enable the team to deliver client retention and growth, drive team engagement through development and support, and ensure efficient cost to serve through ongoing continuous improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Career development of the team including Individual Development Plans, Succession Planning, and overall HR support.
- Manage account team to oversee projects and customer relationships with existing accounts, including but not limited to new development, internal and external communication, and support/ maintenance issues.
- Cultivate internal cross-functional relationships with members of other departments and locations in order to achieve the organization’s goals and objectives.
- Assist the team with the facilitation of programs and communications to gather requirements from customers to augment service, sales, support, product management and business partnerships.
- Manage against annual operating budgets to include organic growth and retention targets.
- Develop and implement procedures and processes pertinent to the effective and efficient operations of the Client Services department.
- Facilitate new processes, tools, communication, technical designs, and methodologies to ensure customer satisfaction across the client base and organization as required.
- Where necessary, maintain direct communication with key customer relationships to ensure adherence to contractual commitments and program effectiveness.
- Effectively coach teams to achieve high performance and drive employee engagement and retention.
- Provide feedback and identify resolutions for service failures or customer concerns.
- Review and audit monthly reports in order to understand and communicate results.
- Recommend new strategies to enhance client retention and organic growth.
JOB REQUIREMENTS
- Bachelor’s Degree in Business Administration / similar field or equivalent experience
- Preferred 7+ years of experience with the Transportation industry or equivalent experience
- Preferred 3+ years leading a team of direct reports in the logistics/transportation industry or equivalent experience
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong technical skills, specifically with Microsoft suite, Transportation Management Systems, Optimization Engines, Salesforce.com and Reporting/BI Tools.
- Possess excellent organizational skills with the flexibility to readily adapt to change under stress and against tight deadlines.
- Excellent written, oral and presentation skills.
- Eagerly accept new challenges.
- Self-managed and motivated.
**MAY PERFORM OTHER DUTIES AS ASSIGNED**
WORK ENVIRONMENT
Standard office environment, usually indoors away from the elements with moderate noise. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL EFFORT
Maintain a stationary position for extended periods; move about the office, operate computers and files, as needed; and frequently communicate with others. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to stand, walk, and reach with hands and arms. Occasionally, the employee is required to lift boxes up to 20 pounds.
SCHEDULING
This is a full-time benefits-eligible position, working Monday through Friday; 8:00 a.m. – 5:00 p.m.
TRAVEL
Travel is up to 40%, may be required for special training/conferences.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
EEOC/ADA STATEMENT:
We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, religion, disability, veteran, or any other status prohibited by applicable national, federal, state or local law. In an effort to recruit, develop and retain top talent, we are committed to a policy of nondiscrimination in all personnel practices to ensure equal opportunity for employment, promotion, and training for a more inclusive workforce.
RECRUITMENT SCAM NOTICE:Transportation Insight/Nolan Transportation Group is aware of scams involving fake job interviews and offers. Our hiring process includes a formal interview with a member of our recruitment team. We do not conduct interviews exclusively through text or instant messaging platforms. TI/NTG does not require candidates to pay for training, equipment, or any other fees as a condition of employment. Any request for payment is a scam. Official communication from our recruitment team about your application will only come from emails ending in ‘@ntgfreight.com’ or from ‘[email protected].'
