| Requisition Number |
20-0002 |
| Post Date |
10/21/2020 |
| Title |
Client Relationship Representative |
| City |
Eagan |
| State |
MN |
| Description |
This position delivers on the promise Purolator International makes to our customers and our customers make to their customers. This position is the account management primary point of contact for customers for all items related to the pickup, customs clearance, delivery, billing, track/trace, Accounts Receivable, IT, reporting and operations components for the freight customers give to Purolator International.
The primary role and responsibility is to be responsive and accessible to your designated group of customers, as well as to cover for other Client Relationship Specialists within and across the district when needed. This role also supports customers who may call into the line for service.
Experience Required:
We are looking for a candidate with at least 2 years progressive experience in a Client Relationship role, where supporting external customers, problem solving and troubleshooting issues is a part of the daily job function.
• Successful track record of building internal and external customer relationships
• Identifying, addressing and resolving problems independently
• Managing daily workload with little supervision; exceptional organizational skills
• Processing information through focused listening, writing, or visual attention.
Day to day responsibilities will include the following:
• Reporting & customer facing service reports
• Track and manage weekly service exceptions, end delivery report/late PIN report to ensure accurate internal and external measures of PI’s on time performance
• Complete internal and external reports within set deadline
• Monitor each customers aging to reach out to the Collections Analyst to see how can assist when the amount past due
• Provide insight and advice to various departments and roles within the organization around PI’s customer needs; shipping patterns; challenges, etc
• Develop key external relationships with each assigned customer - serve as the day-to-day point of contact/face of PI using both verbal and written communication
• Understand, identify, anticipate, develop and manage processes and issues which impact or affect internal and external customers
• Develop key internal relationships in the Transportation, Operations, Finance, IT, Sales and Customer Service areas using both verbal and written communication
• Track unbilled Accesorials; PF Unbilled PRO’s; Finalizing HWBs & Determining PWB costs to ensure PI recovers all revenue.
• Support onboarding process and stabilization of new customers
• Monthly proactive calls to each customer confirming customer satisfaction—determining of future needs, how we can improve/better support their operation
Training:
• You will be introduced to Purolator International’s vision, core values, products and services.
• Due to COVID-19, training will be conducted remotely via Microsoft Teams and other online/video, screen sharing options.
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| Requirements |
Knowledge, Skills, and Abilities Requirements:
• Successful track record of building internal and external customer relationships
• Strong problem solving skills: ability to identify, address and resolve problems independently
• Excellent customer service skills or related experience servicing customers
• Ability to work autonomously in a fast paced environment
• Ability to manage daily workload with little supervision
• Exceptional organizational skills
• Excellent written and verbal communication skills
• Professional, positive attitude, self-motivated team player
• High attention to details as information may be used in the preparation of presentations and/or reports
• Ability to manage emotionally charged situations requiring resolution
• Some travel required, minimal (1-2x per year); advanced notice provided
Education and/ or Work Experience Requirements:
• High School Diploma or GED required
• Preferred, Bachelor’s Degree or Equivalent work experience / courses
• 2+ years progressive experience in related role
• Proficiency in Word, Excel and Outlook a must
Physical Requirements
• Working conditions under which the job is performed include concentrated visual or auditory attention, travel to local work and/or customer locations (advanced notice provided), repetitive movements (i.e. typing, data entry), high volume telephone activity, extensive sitting during work hours
• Local travel to / from work location to local customer locations as needed
• Occasional overnight air travel to training seminars, classes and other office locations
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| Job Benefits |
Purolator International provides competitive benefits package including:
• Medical, Dental, Vision, Prescription Drugs (80%+ paid by Employer)
• 401k with up to 6% Employer Company Match
• Employer Funded Life Insurance
• Annual Bonus Incentive Plan
• Disability/Income Protection
• Tuition Assistance
• Employer Funded Health Savings Account (H.S.A)
• Paid Time Off (Total of 21 days)
Purolator International, Inc. is proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
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