Client Service Manager

Livingston International; Stati Uniti; In loco; USD 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

Livingston is seeking a Client Service Manager (CSM) to be the main contact for brokerage activity and client satisfaction across North America. You will manage client portfolios, build strong relationships with key financial decision-makers, and identify opportunities for growth.

In this role, you will educate clients on regulatory updates from Customs and other agencies, lead onboarding projects, and coordinate with sales to drive retention.

Competenze

• 3 years of related experience.
• Associates Degree or post-secondary education required.
• Bachelor's degree or equivalent preferred.

Mansioni

• Manage all aspects of the client's portfolio directly with the client. Conduct client visits (virtual and in person) to understand cross-border trade requirements and provide reports.
• Establish strong relationships with client decision-makers and be the primary Livingston contact.
• Proactively contact client base to confirm satisfaction and identify new opportunities.
• Educate clients on regulatory updates and new requirements from Customs and other government agencies.
• Be the point of resolution for escalated issues and coordinate onboarding of new clients.
• Support execution of sales growth and client retention strategy.
• Monitor and act upon client satisfaction survey results and lead business reviews with clients.
• Obtain key information to build strong business profiles.

Conoscenze

Communication

Interpersonal skills

Organizational skills

Problem-solving

Presentation skills

Project management

Formazione

Associates degree or post-secondary education

Bachelor's degree or equivalent

Strumenti

CRM

Microsoft Office

Descrizione del lavoro

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Join Livingston andgrow your career inthe constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

Job Type:Full Time

JOB SUMMARY

The Client Service Manager (CSM) is responsible for managing Livingston client satisfaction. The CSM will be the client’s key business contact for all brokerage related activity, building strong relationships with client financial decision makers, increasing client retention and identifying opportunities for growth.

KEY DUTIES & RESPONSIBILITIES

Manage client relationships:

• Manage all aspects of client's portfolio directly with the client. Conduct client visits (virtual and in person) to understand their cross-border trade requirements. Understand client history, providing appropriate reports, analyzing client information in appropriate systems, determine strengths, weaknesses, opportunities and threats. Establish strong relationship with client decision-makers.
• Primary Livingston contact with clients.
• Proactively contact client base to confirm satisfaction and identify new opportunities
• Client education for regulatory updates and new requirements from Customs and other government agencies
• Point of resolution for escalated issues
• Project managing new client onboarding
• Support execution of sales team growth and retention strategy
• Monitor and act upon client satisfaction survey results
• Lead periodic business review meetings with clients
• Obtain key information to build strong business profiles including information on key contacts, locations, and standard operating procedures

Operational problems, time sensitive situations and troubleshooting

• Respond and manage urgent client issues in a timely manner
• Identify preventive measures to avoid repetitive service failures
• Lead internal cross-functional teams to address process improvements

Other

• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.
  

KNOWLEDGE & SKILLS

• Excellent communication and interpersonal skills (both written and verbal) with the ability to deal effectively with all levels of staff and management internally and in client organizations.
• Excellent organizational skills with the ability to drive change and deliver targeted results.
• Excellent problem-solving skills with the ability to work in a stressful environment.
• Excellent understanding of supply chain process, procedures and regulations.
• Strong working knowledge of CRM and Microsoft Office (Word, Excel, PowerPoint).
• Effective presentations skills to small and large audiences.
• Knowledge and experience with project management methodology and techniques.

WORK EXPERIENCE – MINIMUM REQUIRED

3 years of related experience

EDUCATION

Required: Associates Degree or post-secondary education

Preferred: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Leading and Developing

Business Acumen and Straight Talk

Accountability

Inclusion and Collaboration

Customer First Focus

Agility

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

For Canada:Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.