Customer Relationship Manager
at Agility

Date Posted: 12/4/2019

Job Description

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

Job Requirements

REQUIRED EXPERIENCE  

    • 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

 DESIRED ATTRIBUTES 

  • 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

Job Snapshot

About Us

Agility brings efficiency to supply chains in some of the globe’s most challenging environments, offering unmatched personal service, a global footprint and customized capabilities in developed and developing economies alike. Agility is one of the world’s leading providers of integrated logistics. It is a publicly traded company with more than $4.4 billion in revenue and more than 22,000 employees in over 500 offices across 100 countries.

Agility’s core commercial business, Global Integrated Logistics (GIL), provides supply chain solutions to meet traditional and complex customer needs. GIL offers air, ocean and road freight forwarding, warehousing, distribution, and specialized services in project logistics, fairs and events, and chemicals. Agility’s Infrastructure group of companies manages industrial real estate and offers logistics-related services, including e-government customs optimization and consulting, waste management and recycling, aviation and ground-handling services, support to governments and ministries of defense, remote infrastructure and life support.

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It is the policy of Agility to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Agility will provide reasonable accommodations for qualified individuals with disabilities.