Client Relationship Representative I U.S.

Description

The Client Relationship Representative delivers on the promise Purolator International makes to our customers and our customers make to their customers. This position is the account management primary point of contact for customers for all items related to the pickup, customs clearance, delivery, billing, track/trace, Accounts Receivable, IT, reporting and operations components for the freight customers give to Purolator International. The primary role and accountability is to be receptive and accessible to your designated group of customers, as well as to cover for other Customer Specialists within and across the district when needed. This role also addresses customers who may call into the line for service.

Responsibilities

• Develop key external relationships with each assigned customer - serve as the day-to-day point of contact/face of Purolator International using both verbal and written communication
• Recognize, identify, anticipate, develop, and manage processes and issues which impact or affect internal and external customers
• Generate customer facing service reports by exporting information from internal system and manipulating data to show metrics and trends
• Track and manage weekly service exceptions, end delivery report/auditing reports to ensure accurate internal and external measures of Purolator International’s on time performance
• Complete internal and external reports within set deadline
• Maintain onboarding process and stabilization of new customers
• Monthly proactive calls to each customer confirming customer satisfaction—defining future needs, how we can improve/better solution their operation
• Answering calls that come into the queue and assisting the caller from start to finish
• Other duties as assigned

Experience

• 2+ years progressive experience in a Client Account Management role, where managing external customers, problem solving and troubleshooting issues is a part of the daily job function
• Proficiency in Microsoft Excel
• Successful track record of building internal and external customer relationships
• Managing daily workload with little supervision; exceptional organizational skills and ability to pivot

Qualifications

• Ability to Travel- flights & car travel (1-4x per year)

Skills

• Excellent verbal and written communication skills
• Problem-solving and troubleshooting abilities
• Data manipulation and analysis skills
• Customer relationship management
• Time management and organizational skills

Benefits

• Medical & Prescription Drugs (80%+ premium paid by Employer)
• Employer Funded Health Savings Account (H.S.A)
• Dental and Vision plans
• Employer funded Short/Long Term Disability & Life Insurance
• Accident, Hospital & Critical Illness Plans
• Retailer Plan
• Annual Bonus Incentive Plan
• Paid Time Off Including: 10 Vacation Days, 7 Sick Days, 4 Personal Days, Paid Holidays
• 100% Paid Extended Parental/Maternity Leave Program
• 100% subsidized pay Military/Reserves Leave Program
• Tuition Assistance
• Wellness Program
• Ident Theft Protection Discount Program
• Pet Insurance Discount Program

Pay

This role offers a competitive compensation package including a comprehensive benefits package.

Schedule

This role works a hybrid schedule working Monday – Friday, 8:30am - 5:00pm EST, 3-4 days a week in the office. This schedule is a total of 37.5 weekly hours.