Account Relationship Specialist

3 weeks ago

Brampton, Canada Canpar express Full time

**Job Opportunity**:Account Relationship Specialist (Key Accounts Specialist - Bilingual)

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced environment where you can make a real impact? If so, we have the perfect opportunity for you

**Position**: Key Accounts Specialist - Bilingual

**Reports To**:Director of Customer Service

**Shift**: 12:00-20:00

**Overall Purpose**: As an Account Relationship Specialist, you'll be at the forefront of ensuring our customers receive top-notch service and solutions. You'll play a pivotal role in pre-emptively addressing potential issues, mitigating impacts, and escalating complaints for our premier accounts.

**Responsibilities That Excite**:

- Hyper-Care Program Support: Proactively offer pre-emptive solutions to upcoming customer freight situations, leaving a lasting positive impression.
- Analytical Expertise: Use your analytical skills to drive strategic planning and foster business growth, making you an invaluable asset to the team.
- Customer Collaboration: Be the voice of support for our valued customers, advising them on upcoming service issues and working together to find the best solutions.
- Stay Ahead: Stay ahead of the game by keeping updated on provincial impacts on customer freight, ensuring we're always one step ahead.
- Team Collaboration: Work hand in hand with our National Sales Representatives, setting up new business accounts and ensuring seamless operations.
- Rise to Challenges: Thrive under pressure as you take charge of auto-replenish requirements, ensuring orders are seamlessly added to the queue.
- Be a Strategic Partner: Provide vital business forecasts to the operations team, guiding planning efforts for maximum efficiency.
- Drive Excellence: Own proof of performance reporting and tackle service failures head-on, collaborating with operations management to find effective solutions.
- Customer Onboarding: Participate in the onboarding of new customers, setting the stage for a successful partnership.
- Customer Advocacy: Handle customer inquiries and escalations with grace, delivering a Plus 1 customer experience.
- Collaborative Investigations: Team up with the operations team to conduct investigations and find the best possible solutions for our customers.
- Face-to-Face Impact: Support relationship management by participating in customer site visits alongside our National Account Managers and Leadership team.
- Tailored Support: Be the link between the customer and our internal teams, creating customized support strategies for each account.
- Key Account Initiatives: Join forces on strategic selling and process initiatives, making a real difference in our business growth.
- Unleash Your Leadership: Lead customer-related projects and be at the forefront of driving positive change.
- Prioritize Excellence: Follow-up diligently on escalated issues, ensuring we're always working towards perfection.
- Empower Through Information: Work with internal stakeholders to provide customers with timely and accurate information, empowering them to make informed decisions.
- Resolving Challenges: Hold the authority to resolve escalated complaints and service failures, using your special handling skills to turn challenges into opportunities.
- Unity Matters: Interact seamlessly with all team members, building strong connections across the organization.
- Continuous Improvement: Embrace a data-driven approach, conducting proof of performance reporting and root cause analysis to constantly improve our services.
- Business Insights: Put your data analysis skills to work, contributing to monthly and quarterly business reviews to drive success.
- Your Voice Matters: Collaborate on pricing requests, contributing to our competitive positioning.
- Go Above and Beyond: Embrace opportunities for personal growth and development, going the extra mile to excel in your role.

**Minimum Qualifications That Set You Up for Success**:

- Minimum 3 years of customer service experience.
- Demonstrated productivity, planning, and organizational skills.
- Strong customer service, problem-solving, and communication skills.
- Ability to manage multiple tasks and work under pressure.
- Proficiency in advanced Excel.
- High school education.

**Preferred Qualifications That Elevate Your Profile**:

- Previous courier operations experience.
- 1-2 years of sales experience.
- University or college designation.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

**Language**:

- French & English (required)

Work Location: Hybrid remote in Brampton, ON L6T 5S6

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