What are the responsibilities and job description for the Client Experience Manager position at AERO FULFILLMENT SERVICES CO INC?
Job Details
Description
Client Experience Manager
Aero Fulfillment Services is a family-owned, third-party fulfillment and logistics company that has been in business serving our clients and their customers for over thirty-six years. We are proud to be a reputable and honest company creating partnerships with our clients to serve their needs and a company that respects and values our employees. As a result, we have a continuous need to grow our workforce!
The Client Experience Manager serves as a liaison between Aero and its clients, ensuring excellent client satisfaction by fostering highly communicative and collaborative working relationships. You will work to continuously develop and nurture interpersonal connections and client relationships by working with cross-functional teams to drive high quality and results focused experiences.
As part of your role, you are positioned to help the business meet quality, sales and revenue goals through the management of client relationships, development of account plans and assist in creation and execution of strategies to achieve established goals.
The Client Experience Manager will create client-specific communication strategies to inform clients about Aero’s performance against agreed upon Service Level Agreements and discuss additional service offerings inclusive of weekly and monthly scorecard reviews, an established meeting cadence, regular business reviews and annual strategic account reviews. You will execute client specific strategies, requirements and processes within defined workflows developed to deliver quality results. As the voice of the client, you will work closely with our cross-functional teams to coordinate client deliverables, change management requests, manage service level commitments and client initiatives.
As a leader of AERO FULFILLMENT SERVICES you are expected to exemplify the values, mission, and goals of the organization.
Reporting Relationships:
- Reports to Senior Client Experience Manager
- In-Direct Reports:
- Client Experience Representative
- Client Experience Coordinator
Leadership Style:
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- Fosters a proactive, participative, cooperative work environment that works in conjunction with the Sales, Scheduling, Production, Fulfillment, Technology and all other Administrative departments. Solves internal and external client problems with a customer focus, that is fact-finding and results oriented. Has a focus on developing employee skills through training and employee engagement. Develops improvement processes for the Client Experience Department through personal involvement.
Responsibility:
- Manages margin by identifying opportunities for improvement through observation, data review and analysis, process improvement and knowledge of account activities for assigned clients. Regularly facilitates meetings with operations to review pricing and identify areas of opportunity for improvement or price increase.
- Identifies and analyzes opportunities for additional revenue.
- Responsible for review and approval of client invoices based on contractual elements and services provided for client within the billing period. Includes pre-billing activities such as pulling together data for backup support and instruction for accounting to complete each client invoice(s) for services provided. Manages process when disputes occur.
- Partners with Technology to create Statements of Work and detailed business rules for new clients
- Manages client contract renewals for your account base
- Proactively manages budget through monthly review, providing insight on variances and creating and executing on action plans.
- Regularly updates work instructions and cross trains peers to ensure superior client service and backup support.
- Collaborates with other Aero employees (all levels) to solve non-standard client requests and needs.
- Creates and delivers client business reviews by preparing data required and providing personal insight that helps “tell the story”and enable strategy.
- Builds and maintains solid relationship with clients by meeting client demands on a day-to-day basis leading to positive feedback from key contacts.
- Act as the voice of the client by representing your clients at daily/weekly/monthly inter-departmental planning meetings and facilitating effective communication and deliverables execution among departments.
- Assures the overall management, control, coordination, and execution of assigned tasks are completed within negotiated deadlines.
- Manage activities of indirect reports assigned for your account base on a daily basis ensuring client needs are being met.
- May perform tasks in support of other departments, as needed.
Qualifications
The ideal candidate will be a team player who enjoys interacting with people in a fast-paced work environment, enjoys learning and likes a challenge! Additionally, you must:
- Have strong Client Services, or Account Management Experience, 3 years preferred
- Strong proficiency in written and oral business communication
- Effective verbal, interpersonal and written communication skills
- Ability to work in a fast-paced environment and successfully multi-task, prioritize and execute multiple tasks with varying deadlines
- Have a high sense of urgency with excellent organizational and time management skills
- Ability to find ways to improve processes and increase profitability for the company through observation, analysis, collaboration, and influence.
- Strong analytical, detail orientation and problem-solving skills.
- Highly proficient in MS Office Suite (Word, Excel, Outlook and PowerPoint). Intermediate knowledge of Microsoft Excel and experience with One Drive and Sharepoint preferred.
- Experience within a warehouse, 3PL, Supply Chain Management environment
- Experience with managing a team preferred
- Strong work ethic who is self-motivated
Aero Fulfillment Services is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
