Customer Relations Manager

The Customer Relations Manager will resolve any issues that arise to ensure customers are satisfied with our services. In this role, Customer Relations Manager will be an excellent communicator who’

s able to grasp customer needs and brainstorm ways to fulfill them. Will help promote a team environment with the Customer Relations Team and Operating personnel, will provide support and day-to-day aid to the customer relations team.

The goal of this position is to help the company safeguard our revenue and retain our customers.

Key Duties and Responsibilities

Responsibilities include but are not limited to :

• Provide informed input for new opportunities and follow the opportunity process through the RFP process
• Serve as main point of contact for all assigned accounts and main point of contact for all communications while following the process
• Maintain all owned customer contact and transportation profile information within the TMS
• Follow strict guidelines on submission of orders to order entry team all the way through the Order Life Cycle
• Proactively submit claims within 48 hours of receiving to include updates to customer
• Initiate customer calls if there are issues
• Bi-weekly calls with large customers
• Actively alert customers to detention / assessorials seeking approval by way of assessorial process
• Proactively report setup for customers from tracking to KPIs for customers
• Monitor customer shipping patterns to identify infractions
• Demonstrate the ability to effectively train and peer coach
• Demonstrate the ability to be efficient and effective in front-end operations while adhering to all company programs and procedural compliance
• Adhere to all company policy and procedures and safety standards
• Act resourcefully to ensure that work is completed within a specified time and quality parameters
• Focus on Service; accurately identify customers’ requirements
• Identify what needs to be done and accomplishes the task. Review the task board daily to complete by deadlines
• Initiate Corrective Action through the CAPA process
• Based on assigned accounts to manage, escalate to Director of Customer Relations if not getting accomplished or understanding.

Skills and Requirements

• Proven experience as a Customer Relations Manager, 2 years required
• Experience working in a Transportation industry, 2 years required
• Proven track record of meeting and exceeding targets
• Background in customer service; industry knowledge is a plus
• Experience tracking relevant KPIs (e.g. customer satisfaction)
• Proficient in MS Office, with working knowledge of CRM and TMS platforms (e.g. Salesforce)
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• Associate degree or BA in Business Administration
• Proven record of account revenue generation

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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