What are the responsibilities and job description for the Manager - Client Services position at Buckland?
Who we are
For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.
Buckland is looking for a Client Services Manager
What you’ll be doing
This position is responsible for the smooth day-to-day operation of the Customer Service Team. This role will be instrumental in effectively managing activities and developing the team to meet company targets and to deliver consistent and exceptional value for our customers. Goals include improving customer satisfaction & loyalty and growing the business.
What we can offer you
Please visit www.Buckland.com to learn more about Buckland and the services we provide. The career page will highlight all current open positions and they can be found in this link. When applying, ensure to have your most up to date resume and all relevant documents related to your application ready to be uploaded.
Buckland provides equal employment opportunities for all qualified individuals and prohibits discrimination and harassment of any type based on any protected ground under applicable human rights legislation. This applies to all terms and conditions of employment, including: recruitment, hiring, training, placement, promotion, compensation, transfer, leaves of absence, layoff, recall and termination.
Buckland may use artificial intelligence from time to time to screen, assess or select applicants for employment, including for this position. Buckland will work with and accommodate persons with disabilities throughout the entire recruitment, selection and on-boarding process. If you require accommodation at any stage of the recruitment process, please contact Talent Acquisition at TA@Buckland.com.
For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.
Buckland is looking for a Client Services Manager
What you’ll be doing
This position is responsible for the smooth day-to-day operation of the Customer Service Team. This role will be instrumental in effectively managing activities and developing the team to meet company targets and to deliver consistent and exceptional value for our customers. Goals include improving customer satisfaction & loyalty and growing the business.
What we can offer you
- Competitive salary, benefits package, and matching retirement plan
- A friendly, collaborative work environment
- Opportunities for professional development & ongoing learning
- A chance to be part of a growing organization
- Manage day-to-day activities, monitoring KPIs, account transitions and train a team of Customer Service Administrators in CAD/USA/MEX.
- Prepare, attend, and lead top-tier customers calls and engagements as necessary.
- Act as the point of contact to resolve escalations and issues from service-level agreements and identify areas for improvement.
- Assist in completing “At Risk Customer Assessments” in conjunction with Director.
- Assess, review, and lead the department in process improvement initiatives, using leading-edge technologies.
- Ensure all customer-facing activities and opportunities from the AM/NAM team, are properly structured, documented, and tracked in the CRM
- Strong communication skills, both written and verbal.
- Ability to create detailed reports and documentation using Microsoft Office tools such as Word, Excel, Outlook, and PowerPoint.
- Align team efforts by practicing Critical decision making, effective planning and prioritizing tasks ensuring decision are aligned with company's vision.
- Thrives in a fast-paced environment reaffirming the importance of urgency and accuracy while creating and fostering a continuous improvement culture.
- Develop, implement, and maintain efficient workflows to optimize team productivity, minimize downtime for smooth operations.
- To provide the highest level of customer service by developing and maintaining customer service policies and procedures to ensure consistency and quality.
- Ability to manage a group of 20 employees
- Conduct performance evaluations for direct reports
- Hire and Terminate employees
- Assign tasks to team members
- Assists with training and guidance of direct reports
- Monitor work volumes of direct reports
- Supervise team members, conduct team meetings, monitor attendance, and work schedules
- Bachelor’s Degree in Business Administration/Supply Chain/International Trade or in a similar discipline.
- Minimum 7 years of Sales & Service experience required in Customs Brokerage with 3 years of experience managing Customer Service teams.
- Strong technical proficiency – familiarity with CRM software
- Proven background in negotiating, servicing, and upselling to an existing customer base
- Demonstrated strong networking and public speaking skills
- Experience with executing and understanding Key Performance Indicators related to client servicing and revenue generation.
- Experience with client onboarding, client retention and client loyalty initiatives
- Proven experience in acquiring net new business, reviewing contract agreements, and coordinating regular onsite visits.
- Leadership, communication, and decision-making skills.
- Must be legally eligible to work for the Company at all times.
- Valid Passport and ability and desire to occasionally travel if required to other offices locations in CAD/USA/MEX.
Please visit www.Buckland.com to learn more about Buckland and the services we provide. The career page will highlight all current open positions and they can be found in this link. When applying, ensure to have your most up to date resume and all relevant documents related to your application ready to be uploaded.
Buckland provides equal employment opportunities for all qualified individuals and prohibits discrimination and harassment of any type based on any protected ground under applicable human rights legislation. This applies to all terms and conditions of employment, including: recruitment, hiring, training, placement, promotion, compensation, transfer, leaves of absence, layoff, recall and termination.
Buckland may use artificial intelligence from time to time to screen, assess or select applicants for employment, including for this position. Buckland will work with and accommodate persons with disabilities throughout the entire recruitment, selection and on-boarding process. If you require accommodation at any stage of the recruitment process, please contact Talent Acquisition at TA@Buckland.com.
