Client Relationship Representative I U.S.

Purolator•Lower Providence Township, PA

5d•Hybrid

About The Position

Working at Purolator International is more than a job. It's an opportunity to be part of a winning team and to contribute to the success of our growing company. Purolator International is a leading U.S. based supply chain logistics solutions provider specializing in the air and ground forwarding of express, freight and parcel shipments, customs brokerage, and fulfillment and delivery services to, from and within North America. We are a subsidiary of Purolator Inc., Canada’s largest leading integrated freight, package, and logistics solutions provider. You can learn more about us on YouTube and LinkedIn. When we say we’re the best, we’re not just tooting our own horn. We’re incredibly proud of the many awards we’ve won for shipping to, from, and within Canada. Purolator International provides a “Best in Class” Total Rewards package to employees and their families. We also offer social responsibility initiatives covering a wide range of business aspects and employee relationships such as supporting local communities, educating, and empowering workers, promoting gender equality and minorities, reducing our footprint, etc. Description The Client Relationship Representative 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 accountability is to be receptive and accessible to your designated group of customers, as well as to cover for other Customer Specialists within and across the district when needed. This role also addresses customers who may call into the line for service. This position will work a hybrid schedule working Monday – Friday, 8:30am - 5:00pm EST, 3-4 days a week in the office. This schedule is a total of 37.5 weekly hours.

Requirements

2+ years progressive experience in a Client Account Management role, where managing external customers, problem solving and troubleshooting issues is a part of the daily job function
Proficiency in Microsoft Excel
Successful track record of building internal and external customer relationships
Managing daily workload with little supervision; exceptional organizational skills and ability to pivot
Ability to Travel- flights & car travel (1-4x per year)

Responsibilities

Develop key external relationships with each assigned customer - serve as the day-to-day point of contact/face of Purolator International using both verbal and written communication
Recognize, identify, anticipate, develop, and manage processes and issues which impact or affect internal and external customers
Generate customer facing service reports by exporting information from internal system and manipulating data to show metrics and trends
Track and manage weekly service exceptions, end delivery report/auditing reports to ensure accurate internal and external measures of Purolator International’s on time performance
Complete internal and external reports within set deadline
Develop key internal relationships in the Transportation, Operations, Finance, IT, Sales, and Customer Service areas
Provide insight and advice to various departments and roles within the organization around customer needs; shipping patterns; problems, etc.
Maintain onboarding process and stabilization of new customers
Monthly proactive calls to each customer confirming customer satisfaction—defining future needs, how we can improve/better solution their operation
Answering calls that come into the queue and assisting the caller from start to finish
Other duties as assigned

Benefits

Medical & Prescription Drugs (80%+ premium paid by Employer)
Employer Funded Health Savings Account (H.S.A)
Dental and Vision plans
Employer funded Short/Long Term Disability & Life Insurance
Accident, Hospital & Critical Illness Plans
Retirement Plan Employer Contribution (50% Match up to 8% of Your Eligible Salary)
Annual Bonus Incentive Plan
Paid Time Off Including: 10 Vacation Days, 7 Sick Days, 4 Personal Days
Paid Holidays
100% Paid Extended Parental/Maternity Leave Program
100% subsidized pay Military/Reserves Leave Program
Tuition Assistance
Wellness Program
Identify Theft Protection Discount Program
Pet Insurance Discount Program