Client Relationship Rep I

What will you be doing?

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.

The schedule for this role is Monday - Friday, 8:30am  - 5:00pm. This is a hybrid role, 3 days of the week will be in the office.  We are open to have someone located in Taylor, MI or Cleveland, OH. 

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

Who are you?

• 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 including ability to perform vlookups and pivot tables
• 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

• Local travel to / from work location to local customer locations as needed
• Occasional overnight air travel to training seminars, classes and other office locations