Client Partnering

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 Major Account Manager 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.

RESPONSIBILITIES

What is accomplished How and Why is it accomplished

• 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 and manage upsell opportunities. Becomes advocate of client and their customers.

10%

• Leads client monthly operations and QBR meetings

Organizes and leads regularly scheduled meetings. Ensures that client performance expectations are understood and satisfied. Communicates action plans from meetings.

15%

• Resolves day-to-day service issues

By interfacing with operations and other support groups to determine corrective action and monitor progress of actions. Provides visibility to Farrow management of the state of client health through the Client health matrix.

25%

• 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.

10%

• 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.

5%

• Leads growth planning and Solution Renewal

By identifying and mobilizing the Farrow organization to recognize service expansion opportunities within the client, formulating and selling a value creating solution.

15%

• 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 bed debt risk.

10%

• Aids in development of new business RFP's Provides input and information based on experience for potential Client RFP's 10%

COMPETENCIES AND WORKING SKILLS

Nature of Skill Reason for The Skill to be at that Level

• Understanding of company services, capabilities, policies and partnership process

Must upsell and manage services delivered and concurrently continue the formal partnership process implementation

• Knowledge of Farrow and Client industry. Must earn role of "trusted advisor" with key client contacts. Keeper of Farrow Value Prop
• Project management, time management and organizational skills; ability to multi-task Meet client and internal commitments
• Excellent oral and written communication Managing client relationship and company image
• Excellent selling, presentation, negotiation and interpersonal skills

Engaged in relationship management at all levels of the client organization. Upselling and delivering upon commitments through internal and customer support networks

• Ability to handle stressful, contentious and short timeline situations Multiple commitments are expected from many internal and external sources, sometimes with unrealistic timelines.
• Innovative and creative Solution development
• Highly skilled in Microsoft Office, Salesforce and utilization of Key Farrow Operating systems Need to be self-sufficient and productive
• Ability to think strategically, while balancing tactical thinking Partner accounts must see continuous progress, with little stagnancy.

WORKING CONDITIONS, MENTAL EFFORT & PHYSICAL REQUIREMENTS

• High stress and volume of work on a daily basis.
• Great attention to detail on 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 valid driver's license and vehicle.
• Travel will be required and there should be no restrictions on cross border access.
• Must have ability to focus on computer screen or written materials for extended periods of time.
• Must be able to manage conflict professionally.

EDUCATION AND EXPERIENCE

• Graduate of Post-Secondary or equivalent 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.

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