Client Solutions Manager
2 weeks ago
**Company Overview**
National Logistics Services (NLS) is Canada’s leading retail logistics provider for global lifestyle brands, including apparel, footwear, accessories, and sporting goods. NLS’s well-established Canadian retail relationships, transportation partnerships, and infrastructure provide our internationally recognized clients with a significant advantage for reaching and serving consumers in Canada and beyond through wholesale, brick-and-mortar, and e-commerce channels.
**Why work for NLS?**
Our people are the driving force behind our culture, and we embrace our P.I.E.C.E values every day. At NLS, you can contribute new ideas and are empowered to do so. Joining Canada’s leading retail logistics provider can provide opportunities that you may have never considered. With our continued expansion into new markets and new supply chain capabilities, our future is one of growth and opportunity.
**Purpose**
In this role, you will be responsible for all aspects of maintaining excellent working relationships with existing clients as well as facilitating the efficient on-boarding and transitioning process of new clients.
You will also be responsible for day-to-day operational client management including documentation, information tracking, escalation/resolution of client concerns, issues and service requests. This role is responsible for managing the client service representatives for the facility. This will include participation in the planning and implementation of new clients, services, product offerings, and technical improvements. The role is responsible for managing any contractual changes for the existing client base.
All aspects of client care include the coordination and communication with appropriate internal departments.
**Responsibilities**
- The main contact for clients ensuring issue resolution/escalation and overall client satisfaction is maintained
- Manage, guide and coach the client service representatives assigned to the facility to ensure consistent daily customer service delivery per client requirements and NLS service standards
- Manage client contract expectations to ensure they adhere to contract specifications and that contracted Service Level Agreement (SLA) commitments are being delivered
- Works as part of the overall service delivery team to reduce escalated incidents using clear communication and creating/delivering necessary training and/or coaching
- Suggest improvements for the logging, tracking, resolution and reporting of client issues
- Investigate and resolve any service level agreement failures
- Review client business within the facility to assess service is within contractual parameters and clarify what requests are new net revenue generation requests; work with Operations for implementation of any SLA changes
- Have understanding of client contract and SLA’s and liaise with Operations to ensure compliance
- Conducts investigation of client claims and presents findings to GM and Director of Client Solutions
- Review and Approve Customer Weekly Invoices collaborating with Operations to resolve any outstanding issues
- Follow up on outstanding invoice payments with each client
- Recognize up selling or new business/net revenue opportunities and work with GM, Director of Client Solutions and Manager of Business Development to realize this potential
- Manage all aspects of a new client set up including clear communication of Standard Operations Procedures (SOP) specific to the client
- Manage all Contract Master an Fee Matrix set up for new client startups and changes to existing Client Service Agreements
- Take responsibility to guide new customers through the transition process
- Distribute required documentation to internal departments and client as required including: Client Profile, New Client Announcement and other pertinent documents
- Coordinate and manage regular meeting schedules between customer and various internal department team members to ensure service needs are being met
- Coordinate the upload of customer date, profile, SLA into company systems
- Review test invoice to ensure proper billing parameters, fees, address, etc.
- Maintain and initiate regular contact with clients during the implementation phase
- Participate in customer/prospect meetings
- Be knowledgeable about Health & Safety Legislation and abiding by the NLS H&S Policies and programs
**Qualifications**
- Post secondary education or relevant experience and success in Customer Service operations account management environment
- Must have a strong service ethic
- Reliable with excellent organization skills
- Able to easily build strong working relationships
- Resourceful with a sense of urgency
- Quality and detail-oriented
- Able to recognize potential problems and initiate appropriate preventative action
- Work well under deadlines and pressure
- Able to work cooperatively and collaboratively with other team members
- Exceptional interpersonal and customer service skills
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