Senior Client Services Advisor

About the role

The Senior Client Services Advisor will primarily engage in business analytical support for both internal team members, as well as, external clients. An additional objective of the Client Services Advisor is to support client relationship management from both an internal, as well as, an external perspective

Essential Duties and Responsibilities

• Review and analyze client data for trends, issues and additional opportunities for freight cost savings and efficiencies.
• Review open client requests. Check status and ensure progress towards request closure and client satisfaction. Review carrier performance and client's satisfaction with carrier performance.
• Conduct monthly client reviews. Review company tools and services available to assigned clients. The document which tools are being used, the client's satisfaction with the tools and demonstrate newer tools that the client may not be utilizing.
• Attempt to engage client on new services (organic revenue growth) and/or offer additional cost savings opportunities through cost analysis, if applicable.
• Cost minimization: Review opportunities for an assigned client to move more cost attractive solutions, as well as, investigate additional ways in which a client may reduce their operational cost (while maintaining an equivalent or higher level of service).

Performance & Metrics

• Client Turnover and Client Revenue Retention Program Activities (as directed)
• Lost Savings Tracking
• Routing Optimization Tracking
• Annual Business Alignment Meeting with Assigned Book of Business

Job Requirements

• BS/BA degree in logistics, business or have equivalent industry experience preferred
• Direct industry experience of 0-3 years

Knowledge, Skills, and Abilities

• Detailed oriented
• Self-starters
• Strong work ethic
• Strong desire to succeed
• Ability to manage relationships with the assigned client's personnel and be empathetic to the client's needs while still managing to achieve excellent performance
• Possess, or have the ability to quickly learn, a detailed understanding of transportation
• Ability with spreadsheets and databases along with other analytical tools
• Possess a good understanding of presentation applications (e.g. PowerPoint)
• Ability to read, analyze, and interpret common financial reports and legal documents
• Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community
• Ability to effectively present information to clients and management.
• Ability to comprehend and apply generally accepted business and accounting mathematics.
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret mathematical or diagram form encompassing abstract and concrete variables. Ability to act upon verbal and written instructions.

May Perform Other Duties as Assigned

Physical Effort

• Maintain a stationary position for extended periods; move about the office, operate computers and files, as needed; and frequently communicate with others.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee is required to stand, walk, and reach with hands and arms.
• Occasionally, the employee is required to lift boxes up to 20 pounds.

Scheduling

This is a full-time benefits-eligible position, working Monday through Friday; 8:00 a.m. - 5:00 p.m. An employee in this position must be available to work occasionally on weekends and evenings, during peak periods.

Travel

Local travel is required. Out of state travel is limited, but may be required for special client needs or training/conferences.