Client Relationship Representative

Purolator; Norristown (Montgomery County); Hybrid; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Client Relationship Representative, where you'll be the vital link between customers and our operations. This role offers the chance to build strong relationships, solve problems, and ensure customer satisfaction in a dynamic logistics environment. With a hybrid work schedule, you'll balance office collaboration with the flexibility of remote work. Enjoy a comprehensive benefits package, including health coverage, retirement contributions, and generous paid time off. If you're passionate about customer service and ready to make an impact, this opportunity is perfect for you.

Benefits

Medical, Dental, Vision Insurance

Employer Funded Short/Long Term Disability

Annual Bonus Incentive Plan

Paid Time Off

Tuition Assistance

Wellness Program

100% Paid Parental Leave

Health Savings Account (H.S.A)

Pet Insurance Discount

Identify Theft Protection Discount

Qualifications

• 2+ years in Client Account Management with a focus on external customers.
• Proficiency in Microsoft Excel and strong organizational skills.

Responsibilities

• Serve as the primary contact for customer inquiries and issues.
• Develop relationships with customers and manage service reports.
• Ensure customer satisfaction through proactive communication.

Skills

Client Account Management

Problem Solving

Customer Relationship Management

Microsoft Excel

Organizational Skills

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Internal Reporting Systems

Job description

Working at Purolator International is more than a job. It's an opportunity to be part of a winning team and to contribute to the success of our growing company. Purolator International is a leading U.S. based supply chain logistics solutions provider specializing in the air and ground forwarding of express, freight and parcel shipments, customs brokerage, and fulfillment and delivery services to, from and within North America. We are a subsidiary of Purolator Inc., Canada’s largest leading integrated freight, package, and logistics solutions provider. You can learn more about us on YouTube and LinkedIn.

When we say we’re the best, we’re not just tooting our own horn. We’re incredibly proud of the many awards we’ve won for shipping to, from, and within Canada.

Purolator International provides a “Best in Class” Total Rewards package to employees and their families.

• Medical, Dental, Vision, Prescription Drugs (80%+ paid by Employer)
• Employer funded Short/Long Term Disability & Life Insurance
• Accident, Hospital & Critical Illness Plans
• Retirement Plan Employer Contribution (50% Match up to 8% of Your Eligible Salary)
• Annual Bonus Incentive Plan
• Employer Funded Health Savings Account (H.S.A)
• Paid Time Off Including: 10 Vacation Days, 7 Sick Days, 4 Personal Days
• Paid Holidays
• 100% Paid Extended Parental/Maternity Leave Program
• 100% Paid Military/Reserves Leave Program
• Tuition Assistance
• Wellness Program
• Identify Theft Protection Discount Program
• Pet Insurance Discount Program

We also offer social responsibility initiatives covering a wide range of business aspects and employee relationships such as supporting local communities, educating, and empowering workers, promoting gender equality and minorities, reducing our footprint, etc.

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.

This position will work a hybrid schedule working Monday – Friday, 8:30am - 5:00pm EST, 3 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)

Working conditions under which the job is performed include concentrated visual or auditory attention, travel to local work and/or customer locations (advanced notice provided), repetitive movements (i.e. typing, data entry), high volume telephone activity, extensive sitting during work hours.

Education

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.

If you require an accommodation during the recruitment process, we will work with you to meet your needs.

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.

Any offer of employment is contingent upon the results of the Company’s lawful preemployment checks, which may include background and reference checks, in compliance with applicable federal, state and local law.

POSTING DETAILS
Requisition Number: 66450
Job Code: 2859
Reports to: Supervisor Client Relationship U.S.
Working Conditions: Office Environment