Customer Relationship Manager
en Agility

Fecha de publicación: 04/12/2019

Descripción del empleo

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

Requisitos del puesto

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

Resumen de la oferta

Sobre Nosotros

La historia de Agility es análoga al crecimiento de los mercados emergentes en la economía global. La empresa se inició como proveedor local de almacenaje en Kuwait, y creció hasta convertirse en la mayor empresa de logística del Medio Oriente. Ha adquirido más de 40 marcas de logística en todo el mundo, invirtiendo miles de millones para construir una red global con una fuerte presencia en los mercados emergentes. En la actualidad, Agility es uno de los mayores proveedores de logística integrada del mundo, con más de 22.000 empleados y operaciones en 100 países.

El negocio comercial principal de Agility, Global Integrated Logistics (GIL), proporciona soluciones de cadena de suministro para satisfacer las necesidades de los clientes tradicionales y complejos. GIL ofrece transporte aéreo, marítimo y por carretera, almacenamiento, distribución y servicios especializados en logística de proyectos, ferias y eventos y productos químicos. El grupo de empresas Agility Infrastructure gestiona el sector inmobiliario industrial y ofrece servicios relacionados con la logística, como la optimización y consultoría aduanera, la gestión y el reciclaje de residuos, la aviación y los servicios de asistencia en tierra, el apoyo a los gobiernos y ministerios de defensa, .

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