Outside Client Partnering Representative

Farrow, a wholly owned subsidiary of Kuehne+Nagel Group, is headquartered in Windsor, Canada. Farrow brings to the global trade industry over 110 years of expertise in cross-border customs brokerage, import/export trade compliance consulting, and integrated logistics services (international freight forwarding/global supply chain management, warehousing/distribution, and ground transportation). With operating locations across Canada and the United States, Farrow manages over 800 employees with 28 offices and warehouses, including those of acquired company Link+ Corporation.
Position Summary
The Outside Client Partnering Representative is primarily responsible for the management of a specific group of clients, including business development, account retention, contract negotiation, and customer service. Due to the nature of this position, some travel and working outside of regular business hours will be required.
Key Responsibilities (Supervisory/Materials/Information)
- Assumes relationship leadership role and prepares account strategy by creating an account contact and development plan that addresses how Farrow will meet current and future service requirements. Manages to upsell opportunities and becomes an advocate for the client and their customers.
- Leads client monthly operations and QBR meetings ensuring that client performance expectations are understood and satisfied. Communicates action plans from meetings.
- Resolves day-to-day service issues by interfacing with operations and other support groups to determine corrective action and monitor the progress of actions. Provides visibility to Farrow management of the state of client health.
- Manages service performance by developing, monitoring, and delivering reporting against all contractual or other KPI’s committed to the client. Escalates areas of non-conformance.
- Prepares revenue forecasts and explains variations to plan by working with clients to determine their projected volumes. Ensures that internal forecasts are kept up to date and that churn is non-preventable.
- Leads growth planning and Solution Renewal by identifying and mobilizing the Farrow organization to recognize service expansion opportunities with the client, formulating and selling a value-creating solution.
- Identifies margin improvement opportunities by working with the client and with internal functions to review current profitability by identifying areas of opportunity to maintain a sustainable position. Executing credit policies to manage bad debt risk.
- Aids in the development of new business RFPs by providing input and information based on experience for potential client RFP's.

Education and Experience
- Post-Secondary degree or diploma in international business, business administration, logistics or related industry area or equivalent job experience.
- Minimum of 7 years of industry experience.
- Demonstrated skills in Account Management.
- Familiarity with industry regulations and procedures.
- Certified Customs Specialist (CCS) designation or equivalent if focused on alternative Farrow Service.

Competencies, Working Skills & Attributes
- Excellent understanding of company services, capabilities, policies, and partnership process to upsell and manage delivered services and concurrently continue the formal partnership process implementation.
- Clear and effective verbal and written communication skills, with strong presentation skills; diplomacy is essential.
- Strong organization skills; must be able to multitask and prioritize schedule, tasks, etc.
- Sound problem-solving abilities, with solid knowledge of customs and relevant legislation as it pertains to importing and exporting.
- Able to operate standard business machines and drive a car
- Project management, time management, and organizational skills; ability to multi-task

Working Conditions, Mental Effort & Physical Requirements
- High stress and volume of work on a daily basis.
- Great attention to detail on a daily basis.
- Must generate information at varying levels of detail, determining what level the particular audience requires.
- Makes presentations, formally and informally to all levels of management.
- Needs to work in an environment of constant interruptions and have the ability to reprioritize effectively and quickly.
- Sometimes works extended hours to meet deadlines.
- Must have a valid driver’s license and vehicle.
- Travel will be required and there should be no restrictions on cross-border access.
- Must have the ability to focus on a computer screen or written materials for extended periods of time.
- Must be able to manage conflict professionally.

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.