Customer Relations Manager

Privately-held American logistics provider operating in multiple U.S. locations. The company’s roots date back to a founding in Detroit, Michigan, with a focus on air, intermodal and cross-border freight forwarding and customs clearance services.

The company’s leadership is now in the hands of the second generation who are focused on helping companies large and small add online distribution capabilities to their product distribution offerings.

We have built deep relationships over the last two decades. As the world changed to e-commerce and D2C, we shifted with our clients and now use our multiple warehouses to support recognizable and growing brands in getting their products to their customers' hands as quickly as possible.

Customer Relations Manager

▪ Management of Administration Team
o Works directly with account management lead and customer care lead on daily action items as well as ongoing projects.
o Maintain proper & sufficient staff levels
o Responsible for recruitment, training and developing all levels of the administration team

▪ Become an expert on client specific accounts and their business needs / model
o Understands onboarding through account maturity
o Assists in expanding customer's sales channel

▪ Client Onboarding
o A strong understanding through the onboarding process by client
o System setup, documentation rollout, and Go Live management

▪ Work closely with Warehouse Manager(s) to develop and maintain new processes, procedures, and policies.
o Must have ability to understand and work within multilateral groups

▪ Pricing & Rates - must be able to build pricing and assess metrics associated with different models.
o Review and analyze transactional based reports

▪ Analyze financial statements on a micro level
o Invoice clients on a cycled basis

▪ Managerial Group Think
o Be an active participant in our managerial team meetings to discuss client status, department rollouts, policy updates, and more.
o Practices good managerial concepts and behaviors

▪ Infrastructure Growth
o Understand and deploy big picture operations across client(s) and / or the department. Must be committed to growth and development both on a personal level and at the team level.
o Will assist in developing administrative / customer support teams in multiple facilities based on business needs

▪ Health, Safety & Compliance
o Must sit on the HSC team to keep informed regarding new and ongoing policies & training programs.
o Assist in managing the HSC documentation

▪ Travel Requirement
o Travel will be required as needed

▪ Building new and expanding current administrative teams


Qualifications

▪ High level of customer service and job confidence
▪ Strong managerial background
▪ Ability to motivate others
▪ Self-Starter with attention to detail
▪ Ability to adjust and pivot on theories and concepts when they are successful and when they fail
▪ Analyze and manipulate large amounts of data
o Must have a strong background in complex data manipulation and mining
▪ Ability to learn, adapt, and thrive under pressure
▪ Proven organizational and time management skills
▪ Understanding of quality assurance


Experience & Education

▪ Understanding of inventory management software
▪ Management 5+ years
▪ Proficient in Microsoft Office [ Extremely strong knowledge of Excel tables and formulas ]

Education

▪ Bachelor Degree or equivalent in experience
o Degree in Business preferred