Job description
UC Group is looking for a Customer Relations Manager to create and nurture long-term relationships with customers. You will resolve any issues that arise to ensure customers are satisfied with our services. In this role, you should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. You 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. Your goal will be to help us safeguard our revenue and retain our customers.
Responsibilities
- Build relationships with key employees among customers
- Create plans to address clients’ business needs
- Schedule regular meetings with customers to ensure they are satisfied
- Act as point of contact for complaints and escalate issues as appropriate
- Help sales team up-sell or cross-sell services and products
- Ensure both the company and clients adhere to contract terms
- Study competition to find new ways to retain customers
- Collaborate with internal teams (e.g. sales, operations, senior management) to address customers’ needs
Primary Functions:
- Provide informed input for new opportunities and follow the opportunity process
- Maintain all assigned 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.
- Provide transportation resources including equipment understanding and detailed requirements.
- Proactively submit claims to include updates to customer.
- Initiate customer calls if there are issues, recap all calls within TMS with a proactive follow-up email.
- Actively alert customers to assessorials seeking approval by way of assessorial process.
- Proactively report for assigned customers from tracking to KPIs.
- Monitor customer shipping patterns to identify infractions.
- Demonstrate the ability to effectively train and coach peer.
- Demonstrate the ability to be efficient and effective in front-end operations while adhering to all company programs and procedural compliance.
- Act resourcefully to ensure that work is completed within a specified time and quality parameters.
- Initiate escalation process as needed.
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, Marketing or a related field
UC Group is an equal opportunity employer
UC Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. UC Group makes hiring decisions based solely on qualifications, merit, and business needs at the time.