Client Services Manager

Livingston International; Illinois; Remote; USD 65,000 - 70,000; Full time

Job summary

Livingston International is seeking a Client Service Manager to enhance client satisfaction and manage relationships in customs brokerage. This remote position requires strong problem-solving skills and a background in supply chain processes, aiming to support client needs and drive business growth.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 3 years of related experience required.
• Excellent understanding of supply chain processes.
• Knowledge of project management methodology.

Responsibilities

• Manage client relationships and satisfaction.
• Respond to urgent client issues and lead improvements.
• Conduct client visits and provide regulatory updates.

Skills

Communication

Problem Solving

Organizational Skills

Interpersonal Skills

Education

Associates Degree

Bachelors Degree

Tools

CRM

Microsoft Office

Job description

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

This position is completely remote, but you requires you reside in the Midwest or Eastern U.S. (Central or Eastern time zone).

WHY LIVINGSTON

Join Livingston, the largest customs broker in Canada and the third largest entry filer in the U.S. We’re a market leader offering customs brokerage, consulting and compliance, and freight forwarding services at more than 90 key locations in North America, Europe and Asia. Customs brokerage is our core business and helping our customers navigate the complex and changing world of international trade is what we do best. Consider joining our team for the opportunity to grow your career. From entry level to expert advisors, our supportive culture of learning will help you get the career you want.

A DAY IN THE LIFE

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 understanding of supply chain process, procedures and regulations.
• 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.
• 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

COMPETENCIES

Leading and Developing

Business Acumen and Straight Talk

Accountability

Inclusion and Collaboration

Customer First Focus

Agility

Livingston is proud to be an equal opportunity workplace.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Project Management

• Industries

  Wholesale Import and Export, International Trade and Development, and Truck Transportation

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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