Key Account Specialist

**KEY ACCOUNTS SPECIALIST - JOB DESCRIPTION**

**POSITION**: Key Accounts Specialist
**REPORTS TO**: Director of Customer Service
**LOCATION**: Brampton, Ontario

**OVERALL PURPOSE**:
Serve as part of a team to coordinate exceptional and timely solutions to assigned/specific customers and their requirements. Escalate customer complaints and inquiries for a set portfolio of premier accounts. Focus is on pre-emptive action to prevent/mitigate customer impact.

**DUTIES & RESPONSIBILITIES**:

- Work with an assigned portfolio of customers
- Provide Hyper-Care Program Support (Pre-emptive solutions to upcoming situations that may impact customer freight)
- Provide analytical assessment to a heightened level to allow for predictive trends in order to support strategic planning and nurture future business growth
- Advise customers of upcoming service issues and work on solutions
- Provincial updates & forward-looking assessment across Canada to determine potential impact to customer freight
- Work in tandem with the National Sales Representatives
- Setup account number for new business with existing customers
- Supply auto-replenish: review and escalate to management what orders need to be added into the queue
- Communicate business forecasts to the operations team for planning, share weekly forecasts
- Proof of performance reporting:

- Review what is controllable/non-controllable on service failures
- Work with operations management to fix and control these failures
- Participate in incident reporting for lost/stolen controlled freight
- Participate in new customer onboarding
- Specialized coordination:

- Work with operations and sales teams to setup holiday and/or after hour pickups
- Ensure customer requirements are recorded and passed along to the sales and operations team
- Proactive and pre-emptive shipment management (control tower methodology)
- Daily communications on any operational issues that will affect the end customers and offer contingencies available.
- Segmentation Specialists:

- Become a specialized in assigned business area (e-commerce, pharmaceuticals, etc.)
- Multi-level Omni support
- Effectively handle all assigned customer inquiries and escalations, delivering a Plus 1 customer experience.
- Participate in investigations with operations team when applicable for best possible customer solutions
- Support the needs of relationship management through including customer site visits with
NAM and Leadership team.
- Act as a liaison between the customer and the other team Coordinators and all internal
departments to develop a customized support strategy for each account.
- Participate as a valuable team member of any Key Account Strategic selling & process initiatives.
- Liaison to support program induction process requirements in tandem with NAM & project team.
- Lead in customer related seasonal projects and on demand projects.
- Follow-up with the Coordinator team members to apprise of any escalated issues.
- Work with the internal stakeholders to provide each customer with timely, accurate access to information.
- Full authority to resolve escalated complaints or current service failures using special handling as required.
- Interact effectively with other members of the organization to ensure the customized support strategy of each account enjoys 100% support.
- Proof of performance reporting and root cause analysis (six sigma methodology)
- Data analysis
- Monthly and Quarterly business review (analysis & presentation on performance)
- Assist with the submission of request for pricing (As assigned by Director of Customer
Service)
- Other duties as assigned.
**MINIMUM QUALIFICATIONS**:

- Minimum 3 years customer service experience
- Demonstrated productivity with little supervision
- Demonstrated planning and organizational skills
- Proven customer service and interpersonal skills
- Proven problem solving/decision making skills
- Proven ability to manage multiple tasks
- Demonstrated analytical skills
- Above average oral and written communication skills
- Proven ability to work under pressure and meet timelines.
- Proven computer skills and proficiency in advanced Excel.
- Must be proficient in excel and data analysis
- Ability to effectively communicate to all levels of management up to and including CEO
- Strong presentation skills
- High school education
**PREFERRED QUALIFICATIONS**:

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

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

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care
- Work from home
Schedule:

- 8 hour shift
- Day shift