Customer Relationship Manager/responsable Relation Client

**Company Overview**:
Nippon Express Company, Ltd. (“NX”) was founded in 1872 in Japan and is headquartered in Tokyo. NX employs approximately 72,000 employees at 733 locations, in 47 countries and 314 cities around the world. As a leader in the freight forwarding industry, the Company's successes and ingenuity are complemented by its global presence, and ultimately result in Nippon Express being one of the largest transportation providers in the world. Solutions, not numbers, are responsible for our success. Our commitment to develop successful solutions, which put information technologies and our vast network of resources to work for you, is what has enabled Nippon Express to lead the world in innovative logistics design.

**Job Summary**:
The Customer Relationship Manager will serve as the commercial interface between the customer and NECA for the nominated/assigned strategic or key account(s) as defined by the Branch Manager. As part of the business development and customer relations process, they will field customer requests and initiate internal issue resolution. Also responsible for effective response to customer requests, problems, and special needs which can extend to a global client base. Works closely with marketing and sales, logistics, and transportation departments to reduce order cycle times and improve fill rates while balancing the cost of serving customers and operating expense to the company.

**Duties and Responsibilities**:

- Establish and monitor customer service performance standards
- Develop processes to identify customer problems and resolve them expeditiously and efficiently
- Manage customer escalations and provide corrective action plan(s)
- Manage the Master Service Agreement and contractual obligations
- Review and develop Key Performance Indicators (KPI) with customer, commercial team and product groups. Manage data quality and ensure resolution. [linked to KPI’s and Reporting]
- Advocate strategic and internal process initiatives with operations and/or customers
- Engage internal teams/resources such as operations/quality/implementation/client service teams etc. as required
- Coordinate pricing and other ad-hoc rating to drive customer revenue growth
- Maintain close relationships with clients through regular face to face meetings, and provide an internal debrief.
- Work closely with Country Sales, and other CRM teams to understand decision making process and local implementation of complex country accounts.
- Responsible for revenue retention and year over year growth objectives as laid down by the commercial leadership
- Support the Quarterly Business Review (QBR) process
- Initiate and manage operational review meetings with operations/branch teams, customer and document as required
- Gather, develop and manage the customer reporting solutions in conjunction with the Implementation group
- Work with the Implementation Group to manage renewal and new awards on assigned accounts
- Be the bridge between the customer and the operations teams.
- All other duties as assigned by management

**Qualification and Competencies**:

- Minimum 5 years of related Customer Service or Sales experience in freight forwarding and or transportation industry.
- Strong ability to maintain relationships and at various levels of the organization
- Some knowledge of sales principles, methods, practices, and techniques.
- Solid negotiation, conflict resolution and people management skills.
- Excellent teamwork and team building skills.
- Able to develop and maintain lasting relationship with corporate departments, key business partners and customers.
- Strong problem identification and problem resolution skills.

**Education/Certifications**:
University or College degree in a Business related field, or an equivalent combination of education and experience.

**Location and Job Environment**:

- Private work station
- Quiet, no extreme fluctuations in temperature or exposure to dangerous substances
- Some stress related to conflicting demands, tight deadlines and prioritization of tasks.
- Some business travel may be required.
- Overtime or after hours work as required

***What We Offer**
- Health benefits (Medical, Dental & Vision Coverage)
- RRSP/DPSP plan with company matching
- Paid time off (vacation & sick time)
- Opportunities for career growth and skill enhancement

**_
We thank all applicants for their interest in a career with Nippon Express. Please note only those who are selected for further consideration will be contacted for an interview._**

**_ Nippon Express is an equal opportunity employer committed to an inclusive and barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation._**

**Présentation de l'entreprise**:
Nippon Express Company, Ltd. (« NX ») a été fondée en 1872 au Japon et son siège social se trouve à Tokyo. NX emploie environ 72 000 personnes sur 733 sites, dans 47 pays et 314 villes à trav