Client Relationship Rep I

Description

Summary

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 responsibility is to be responsive 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 supports customers who may call into the line for service.

Schedule: Hybrid – 3 days in the office

Monday – Friday, 8:30am -5:00pm 37.5 weekly hours

Responsibilities

• Reporting & customer facing service reports
• Track and manage weekly service exceptions, end delivery report
• Complete internal and external reports within set deadline
• Monitor each customers aging to reach out to the Collections Analyst to see how can assist when the amount past due
• Provide insight and advice to various departments and roles within the organization around PI’s customer needs; shipping patterns; challenges, etc.
• Develop key external relationships with each assigned customer - serve as the day-to-day point of contact/face of PI using both verbal and written communication
• Understand, identify, anticipate, develop, and manage processes and issues which impact or affect internal and external customers
• Develop key internal relationships in the Transportation, Operations, Finance, IT, Sales, and Customer Service areas using both verbal and written communication
• Track unbilled Accessories; PF Unbilled PRO’s; Finalizing HWBs & Determining PWB costs to ensure PI recovers all revenue.
• Support onboarding process and stabilization of new customers
• Monthly proactive calls to each customer confirming customer satisfaction—determining of future needs, how we can improve/better support their operation

Experience

• 2+ years progressive experience in a related role
• Advanced Proficiency in Microsoft Excel (will be a skills test)
• Ability to Travel- flights & car travel (1-4x per year)
• Ability to manage emotionally charged situations requiring resolution
• High attention to detail as information may be used in the preparation of presentations and/or reports
• Successful track record of building internal and external customer relationships
• Identifying, addressing, and resolving problems independently
• Managing daily workload with little supervision; exceptional organizational skills

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.

To support state laws for California and Washington Residents, the base pay range for this role is $24.21- $29.35. Pay within this range varies by work location and may also depend on various factors such as job-related knowledge, and relevant skills and experience.

Additional Responsibilities

Skills