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.

This position is 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.

This position will work 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.

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
• Develop key internal relationships in the Transportation, Operations, Finance, IT, Sales, and Customer Service areas
• Provide insight and advice to various departments and roles within the organization around customer needs; shipping patterns; problems, etc.
• 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
• Ability to Travel- flights & car travel (1-4x per year)

Qualifications

Purolator International values diverse perspective and life experiences. Purolator International encourages candidates of all backgrounds to apply, including people of color, immigrants, refugees, women, people who identify as LGBTQ, people with disabilities, veterans, and those with diverse life experiences.

Candidates applying will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Purolator International participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program www.e-verify.gov.