Client Service Manager

JOB SUMMARY

The Client Service Manager (CSM) is responsible for managing Livingston client satisfaction. The CSM will be the client’s key business contact for all brokerage related activity, building strong relationships with client financial decision makers, increasing client retention and identifying opportunities for growth.

KEY DUTIES & RESPONSIBILITIES

Manage client relationships: 

• Manage all aspects of client's portfolio directly with the client. Conduct client visits (virtual and in person) to understand their cross-border trade requirements. Understand client history, providing appropriate reports, analyzing client information in appropriate systems, determine strengths, weaknesses, opportunities and threats. Establish strong relationship with client decision-makers.


• Primary Livingston contact with clients.


• Proactively contact client base to confirm satisfaction and identify new opportunities


• Client education for regulatory updates and new requirements from Customs and other government agencies


• Point of resolution for escalated issues 


• Project managing new client onboarding


• Support execution of sales team growth and retention strategy


• Monitor and act upon client satisfaction survey results


• Lead periodic business review meetings with clients 


• Obtain key information to build strong business profiles including information on key contacts, locations, and standard operating procedures

Operational problems, time sensitive situations and troubleshooting

• Respond and manage urgent client issues in a timely manner


• Identify preventive measures to avoid repetitive service failures


• Lead internal cross-functional teams to address process improvements 

Other

• Perform other related duties as assigned by management.


• Adhere to established policies and procedures.
  
   

KNOWLEDGE & SKILLS

• Excellent communication and interpersonal skills (both written and verbal) with the ability to deal effectively with all levels of staff and management internally and in client organizations.


• Excellent organizational skills with the ability to drive change and deliver targeted results.


• Excellent problem-solving skills with the ability to work in a stressful environment.


• Excellent understanding of supply chain process, procedures and regulations.


• Strong working knowledge of CRM and Microsoft Office (Word, Excel, PowerPoint).


• Effective presentations skills to small and large audiences.


• Knowledge and experience with project management methodology and techniques.

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

COMPETENCIES