Client Relationship Manager II

About the role

At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other's back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success.

Please note: This is a full-time, in-person role based at our Boise office (1444 S. Entertainment Ave., Boise, ID 83709).

Position Summary

The Client Relationship Manager II is considered the front-line ambassador, serving as the primary point of contact for clients. In this role, your primary focus will be on building strong client relationships, identifying and solving root causes of recurring issues, and collaborating with cross-functional teams to improve our products and services. You will have the opportunity to work directly with company executives and their finance departments.

Essential Job Functions

• Client communication via email and chat, Positive, proactive and open communications with customers using established channels.
• Provide information to customers by verifying their request; answering questions; and aiding assistance. Responding to moderately complex client queries
• Find a satisfactory solution to a given problem using standard operating procedures.
• Resolve basic product or service problems by clarifying the customer's concerns and determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow up as needed to ensure resolution.
• Onboard new clients providing excellent customer service and making them feel welcome.
• Collaborate with the product team to improve client experience and automation opportunities.
• Build and nurture relationships with diverse clients, understanding their unique needs and contributing to their success.
• Learning to work with client data to derive insights, using data to proactively address potential issues and drive better outcomes for our clients and the business.
• Document account information to track daily/monthly trends.

Position Requirements

• High school diploma or equivalent, bachelor's degree preferred
• Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
• A minimum of two or more years of experience in a similar role is preferred

Capabilities

• Ability to become familiar with company products and navigate systems in a reasonable amount of time. Ability to learn client service capabilities and norms.
• Effective and strong communication skills both verbally and in writing
• Exceptional customer service skills with the ability to seek to understand and problem solve
• Ability to understand, problem solve and respond to customers' needs in a timely manner
• Displays meticulous attention to detail
• Demonstrated ability to communicate with business owners and finance professionals
• Ability to multi-task, prioritize work and manage own time to meet department goals and deadlines
• Ability to maintain collaborative effective working relationships within all areas of the company
• Support a team environment, focused on the greater good and eager to pitch in to help when needed
• Displays a proactive approach utilizing initiative, and great follow through skills

Additional information

The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or completed by the partner.

FLSA Status: Non-Exempt

Physical Demands

• Minimum physical exertion.
• While performing the duties of this position, the employee is frequently required to sit, communicate, reach and manipulate objects, tools or controls.
• The position requires mobility.
• Duties involve moving materials weighing up to 5 pounds on a regular basis.
• Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard and mouse.

Work Environment

• The working conditions will vary between an office environment and a remote home environment.
• The ideal protected indoor work environment is a clean, non-hazardous work area.
• The noise level in the work environment is typical of most office or remote home environments with telephones, personal interruptions, and background noises.