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Client Service Business Partner

1 month ago

Montreal, Canada Mediterranean Shipping Company Full time

MSC is a world leader in global container shipping. MSC Canada has been serving the Canadian market for over two decades, rapidly expanding our presence nationally to become the number one carrier.

Our values are the beating heart of our business. They are the cornerstone of our company, supporting our vision, shaping our culture and establishing our future direction.

Job Description

The client services business partner will be responsible for driving the client services performance and results by creating the necessary focus within the client services and extended commercial teams. This will include oversight of CS performance, contributing to setting of client services targets, driving performance management versus targets through weekly/monthly/quarterly review of the numbers & providing visibility of key results and focus areas to the client services leadership. The position is further expected to support the ongoing client services projects by combining industry understanding, commercial flair and an eye for detail. As a sparring partner to the commercial leadership in Canada, the role is expected to jointly envision and implement tactical plans for our performance at customer level and will call for effective stakeholder management garnering cross functional support.

Key Accountabilities

General Tasks

  • Support client services (CS) organization by supporting the establishing of SMART KPI’s/goals including BRIDGE performance (SLA, CES, etc.)
  • Regularly identify opportunities and propose solutions to improve the operational performance indicators, sparring with the business leaders.
  • Focal/product manager for MSC Canada as it pertains to the service linked main frame system developments working closely with the head office functions.
  • Keeping oversight of SSC performance indicators and working closely with the business leaders for continuous improvement.
  • Internally champion company decisions with regards to Client Service direction and initiatives.
  • Model and enforce the MSC Canada 3As, embodying the MSC values in all areas.

Specific Tasks

  • Deliver high-quality presentations, reports, and proposals that demonstrate the value and impact of our services.
  • Collaborate with the internal teams, such as sales, marketing, product, and operations, to ensure the delivery of the best solutions for the clients.
  • Monitor and analyze the performance and feedback of the clients, identifying areas for improvement and innovation.
  • Stay updated on the market trends, competitors, and best practices in the industry.
  • Review/Analyze customer data supporting them towards their journey of standardized working.
  • Contribute towards developing of the BRIDGE system from ‘Commercial’ eyes and ensure alignment with other relevant commercial processes.
  • Contribute towards improvement of existing service tools and supporting development of global systems.

Additional tasks may be adjusted based on departmental/business needs

Qualifications

All MSC Canada employees are expected to live the MSC values.

  • Undergraduate Degree. Graduate degree preferred.
  • Demonstrates ability to work effectively with and influence a cross-functional, matrix group.
  • Lean Six Sigma (an asset)
  • Flexible and adaptable to changing client needs and expectations.
  • Excellent communication, negotiation, and presentation skills.
  • Strong analytical, problem-solving, and decision-making skills.
  • Ability to work independently and as part of a team.
  • Proficient in Microsoft Office and CRM software.
  • Excellent written, and verbal communication skill (English/French).
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