Customer Relationship Manager
at Agility

Date Posted: 5/25/2019

Job Description

The Customer Relationship Manager (CRM) reports into the Director of Commercial Solutions and Implementations. The Customer Relationship Manager will serve as the operational point of contact for the nominated/assigned strategic or key account(s) as defined by the commercial team. Part of the business development and customer relations process, they will field customer requests and initiate internal issue resolution. Plans and directs activities of customer service teams to meet the needs of customers and support company operations. 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 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

•         Drive the revenue retention and year over year growth objectives as laid down by the commercial leadership

•         Support the Monthly/Quarterly Business Review (QBR) process

•         Manage invoice audits, rebates

•         Manage the Speed of Invoicing, Invoice Accuracy in conjunction with the 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 branch teams, customer and documentation 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 Commercial Manager

•         Voice of the customer

Job Requirements

Candidate should have at least 4 years of working experience in the freight forwarding and/or transportation industry. Have a sound working experience of various international transportation products, as well as general knowledge of USA customs requirements. General knowledge of process flows and accounting practices would be an added advantage.

 

SKILLS & COMPETENCIES

•       Broad end-to-end background in logistics and supply chain with core focus on freight forwarding

•       Project Management background preferred

•       Experience with Control and Logistics Operations Platforms (requirements specification, business process design)

•       Basic knowledge of electronic data interchange (EDI) and interface design

•       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

•       Proven to be successful when working under pressure and tight timelines

•       Result oriented and places great emphasis on customer focus

•       Willingness for light continental business travel (10-20%, pre-dominantly USA)  

•       Self-directed and motivated with a strong sense of urgency, focus on outcomes and drive for success with attention to detail

•       Virtual teaming and ability of working with cross functional business groups

•       Microsoft Office (Advanced Excel)

•       Trade and Transportation process flows

•       Excellent analytical and data management skills

•       Excellent interpersonal skills—persuasive, empathetic, and able to handle conflict and pressure

•       Product knowledge

•       Problem solving skills and creative

•       Strong communication skills

•       Effective listener and communicator who shows empathy for the client’s needs while continuing to fulfill the standard obligations of Agility Logistics

•       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.