Manager, Client Services
11 hours ago
**Buckland**
**Job Posting**
**Manager, Client Services**
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Organization Overview*
For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.
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Position Summary*
Reporting to the Director, Client Services this position is responsible for the smooth day-to-day operation of the Customer Service Team. This role will be instrumental in effectively managing activities and developing the team to meet company targets and to deliver consistent and exceptional value for our customers. Goals include improving customer satisfaction & loyalty and growing the business.
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What we can offer you*
- Competitive salary, benefits package and matching retirement plan
- A friendly, collaborative work environment
- Opportunities for professional development & ongoing learning
- A chance to be part of a growing organization
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Key Responsibilities: *
- Communicate agreed service targets to the team, allocate responsibility, manage, and monitor the progress of individual objectives through set service key performance indicators (KPI’s)
- Coach team on ow to improve efficiency, compliance, and overall value
- Focus team on growing existing core business through our customer base
- Manage a remote team of Customer Service Administrators in USA, Canada, Mexico
- Support in training, recruiting, mentoring, and coaching CSA team and Account managers with a strong dedication to employee improvement
- Acquire in-depth knowledge of customers’ activities to understand and predict loyalty
- Monitor and manage CRM flow and adoptability to enhance customer information.
- Assist in completing “At Risk Customer Assessments” in conjunction with Director
- Assess/propose changes to improve the customer service department processes
- Prepare for, attend, and lead calls to top tier customers as necessary
- Ensure structured and detailed management of all customer contracts
- Other duties as assigned
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- 7+ years of experience in customs or related equivalent experience
- Degree in Supply Chain, Customs, or related discipline (MBA an asset)
- CCS or LCB designation
- Experience developing customer service processes which include KPI monitoring, seamless account transition, and identifying opportunities for automation
- Strong leadership and entrepreneurial mindset
- Strong technical proficiency - familiarity with CRM software and Microsoft Suite of products required
- Self-Motivated and driven to excel in servicing and upselling to our existing customer base
- Excellent problem-solving skills, organizational, negotiation and decision-making skills
- Demonstrated strong networking and public speaking skills
- Strong understanding of Key Performance Indicators in relation to servicing customers, customers business, and revenue generation
- Superior presentation skills
- Ability and desire to travel in United States, Canada, and Mexico up to 25% of the time
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