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Client Relationship Supervisor (Remote)

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Date: 14-Sep-2021

Location: US

Company: Purolator

Open up to the Possibilities!


Working at Purolator International, Inc. 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 subsidiary of Purolator Inc., Canada's largest integrated freight and parcel solutions company with over 50 years of delivering reliable, efficient and cost-effective shipping to, from and within Canada for more than 210 countries and territories worldwide.  We are the leading provider of cross-border logistics between the United States and Canada.  This is an exciting and evolving industry and we’re leading the change as we strive to deliver the future. Purolator International is rapidly expanding throughout the United States and seeking talented individuals to join our team.  Are you open to the possibilities?

 

Job Summary

The Client Relationship Supervisor is responsible for continuing our journey around processes, people, technology and culture to be focused on the quality of client experience at all levels. This position acts as a true client advocate, ensuring the client’s voice is heard in all functions and activities, and that this influences Purolator International’s priorities and behaviors.

 

The Client Relationship Supervisor will be responsible for ensuring Purolator International continues to provide the highest quality customer experience for which we are known for by supporting one of the five U.S. Districts and the Client Relationship Representatives within that district.  This position will ensure the practices, policies and procedures we establish are consistent with and applied in a manner which provides our customers with a high quality customer experience. 

 

This role will not only be the primary point of contact/face of Purolator International from a customer facing standpoint - all items related to the pickup, customs clearance, delivery, billing, track/trace, AR, IT, reporting and operations components for an assigned set of customers, but will also have related supervisor responsibilities regionally to support the district and the Client Relationship Representatives within that district through hiring, coaching, training, mentoring, sharing of best practices and performance management.

 

Location

Minneapolis, MN or Milwaukee, WI or Itasca, IL, or Indianapolis, IL: We are open to this position being placed in any one of our central district locations. This job function is currently being performed remotely, and plans to phase back into our office spaces yet to be determined.

 

Experience Required

  • High School Diploma or GED required
  • 5+ years in customer-facing role
  • Excellent computer proficiency (MS Office – Word, Excel, PPT and Outlook)
  • Demonstrate ability to lead a diverse group of individuals
  • Demonstrate ability to effectively execute change management
  • Ability to address issues/concerns in order to coach Client Relationship Representatives within district on problem solving that finds a balance between servicing the customer and aligning with PI’s procedures
  • Successful track record of building internal and external customer relationships through strong problem solving skills
  • Demonstrated ability to identify, address and resolve problems independently, within a timely and proficient manner
  • Conflict management and coaching skills
  • Demonstrated ability to work autonomously in a fast paced environment
  • Demonstrated ability to manage daily workload with little supervision
  • Exceptional time management and organizational skills
  • Planning, prioritizing and goal setting

 

 

Skills & Abilities Required

  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within general parameters of instructions given, prescribed routines, and standard accepted practices
  • Exceptional written and verbal communication skills
  • Excellent presentation and organizational skills
  • Professional, enthusiastic, positive attitude, self-motivated team player
  • Highly energetic and results oriented
  • Approximately 30% travel required, evenly distributed throughout each quarter
  • CRM/Salesforce.com competency a plus
  • WebEx, Zoom and Teams competency a plus
  • Demonstrate Purolator’s core values for internal candidates

 

Day to Day Responsibilities

  • Day to day customer support: issue resolution; handling any and all inquiries from start to finish; developing relationships with customer.
    • Reporting: Daily, Weekly, Monthly, Quarterly, Ad Hoc, Invoicing, Customer facing service reports.
    • Beacon Entry/Shipment Boards: Unbilled Accessorials; Finalizing HWBs & Determining PWB costs to ensure PI recovers all revenue.
    • On boarding and implementation of a New Customers: Understanding expectations; introductions
    • Monthly proactive calls to each customer: Confirming customer satisfaction—determining of future needs, how we can improve/better support their operation
    • Weekly service exceptions, end delivery report/late PIN report to ensure accurate internal and external measures of Purolator International’s (PI) on time performance
  • Provide leadership for Purolator International’s Client Relationship Representative (CRR)/CRRII:
    • Coordinating National CRR/CRRII/Lead team meetings (every 3 weeks) to advance CRR skillset development and foster increased collaboration/communication on a national level.
    • Coordinating weekly team meetings within the district to review corporate updates, workload imbalances and service alerts.
    • Coordinating & leading bi-monthly Lead team meetings to advance Lead skillset development, foster increased collaboration/communication and increased awareness around activities which influence/impact CRR/CRRII.
    • Scheduling weekly one on one meetings with each CRR/CRRII - feedback
    • Complete mid-year and year-end performance reviews.
    • Guiding CRR/CRRII team in a positive manner when displaying unfavorable opinions/views that could adversely affect the working environment.
    • Coaching CRR/CRRII to independently problem solve.
    • Initial point of escalation for all concerns
    • Planning/workload and performance assessments to ensure PI has the right size/right fit from a personnel perspective (CRR/CRRII) to deliver on PI’s value proposition.
    • Responsible for updating and communicating polices/procedures that support PI’s business practices relative to Customer Experience Management CEM.
    • Coordinating and collaborating with other Leads to complete quarterly updates to CRR training manual to ensure PI’s CRR/CRRII job activities /functions are kept up to date and reflected accurately in a central repository.
    • Managing PTO requests and approvals, timely approval of time cards as well as workload coverage
    • Hire, on board and train new District CRR’s in Purolator services and how to perform the CRR job responsibilities/core competencies/culture and value proposition.
  • Carry out other duties as appropriate and as assigned by his/her Manager
  • Oversees Reporting, Metric Governance as well as Enhancements required to maintain the internal and external customer experience, i.e. the CRR Phone Queue as well as supporting calls as needed; timely completion of Late PINs, HWB finalization, SFDC – Cases and Proactive Calls, etc...

  

 

Working conditions uunder 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.

 

POSTING DETAILS

Posting Number: 50329   
Hours of Work: Mon-Fri - 8:30 am - 5:00 pm CST, 37.5 hrs per week  
Job Code: Pending Job Code for Grade 9  
Location: ORD 1370 Hamilton Parkway  
Reports to: Manager District Central   
Working Conditions: Office Environment  

 

Purolator International, Inc. provides a competitive benefits package to employees and their families, including:

  • Medical, Dental, Vision, Prescription Drugs (80%+ paid by Employer)
  • 401k with up to 6% Employer Company Match
  • Employer Funded Life Insurance
  • Annual Bonus Incentive Plan
  • Disability/Income Protection
  • Tuition Assistance
  • Employer Funded Health Savings Account (H.S.A)
  • Paid Time Off (Total of 29 days)

Purolator International is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

 

Purolator International, Inc. is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.

 

Purolator International depends on our communities for public and business services that are critical to our success. We strive to always give back to the communities we belong to. A key component of the Purolator International’s culture is making valuable and charitable contributions as a company, regionally and as individuals. 

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and if we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills.  To learn more about us and our values, go to www.purolatorinternational.com.


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