CRM Specialist

Job Description

McAllister Towing has provided superior tugboat service to New York Harbor since 1864, when Captain James McAllister, great-grandfather to current president Brian Buckley McAllister, bought his first sail lighter to carry cargo from Manhattan to Brooklyn. Today, McAllister's tugs provide a wide variety of services to the busy ports of New York and New Jersey, serving the most concentrated and affluent consumer market in the world and handling a significant part of the 16 million tons of cargo that passes through the port every year. In addition to ship docking services and general harbor assist work, New York based tugs are regularly employed in offshore towing along the entire East Coast.

McAllister is proud of its long history in New York Harbor and continues to provide its clients and customers with the highest quality service. McAllister Towing is seeking highly motivated individuals to apply as a CRM Specialist. The job responsibilities and description of duties is highlighted below.

CRM Specialist:

Reports to: Chief Information Officer

Supervises: CRM Data Integrity Coordinator

Description of Duties: The CRM Specialist has the authority and responsibility for the implementation of Microsoft Dynamics Customer Relationship Managment (CRM) Database and related systems by:

• Managing data entry into the CRM database, performing quality assurance, auditing entries, and validating data integrity, including customer data, contracts, and tariff pricing.
• Working with the Senior Vice President of Sales and various Sales Managers to make sure customer contracts are properly documented with all required deal terms.
• Administering and configuring various Dynamics 365 modules including Customer Insights, Finance and Operations, and Power BI.
• Working with executives in the Sales Department and across the organization to analyze data, prepare reports, and help automate business processes relating to sales and customer relations.
• Providing user training and usage support across departments.
• Managing system customizations, workflows, and automation processes.
• Monitoring CRM performance and identifying opportunities for process enhancements.
• Configuring deal updates and communicating updates to Business Intelligence and Operations Services team.
• Supporting system upgrades and functional improvements
• Collaborating with IT team on integrations and cross-platform solutions
• Working with management on system optimization and reporting needs including:
• Tracking and publishing market share trends.
• Tracking prospects, contract renewal deadlines, and responses to requests for proposal.
• Establishing pricing guidelines, quote generation, and quote tracking.
• Automating contract generation, execution, storage, and amendment.
• Tracking customer conversion rates.
• Tracking relationships between ships, owners, charterers, agents, and brokers.
• Development of customer dashboards providing analytics, including market share, the nature of services, revenue, arrivals, tug moves, costs of operations, customer profit and loss, longevity, loyalty, and accounts receivable aging.
• Track customer turnover.
• Managing mass communications with operational, sales, and payment contacts at customers and other business partners, such as customer satisfaction surveys and customer complaint logs.
• Automate audit of business procedures and requirements.
  

Cross department communication and working with senior management is essential for the position.

Minimum Requirements:

• 3 years' experience administering Microsoft Dynamics 365/CRM
• Experience with reporting utilities (PowerBI and Oracle FAW preferred)
• Proficiency in MS Office suite, particularly Excel
• Understanding of data integrity and quality processes
• Strong analytical, interpersonal and communication skills
• Ability to troubleshoot system issues and support end-users effectively
  
  

Physical Requirements:

• Ability to operate a computer terminal, telephones, and standard office equipment
• Position is based on-site in Manhattan office
  
  

Salary:

Annual ($100,000.00 - $120,000.00)

FLSA Status: Administrative Exempt

This position description does not promise or imply that the functions listed are the only duties to be performed or that the position may not change or be eliminated. Employees are always expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.

Equal Employment Opportunity Employer:

We are an Equal Employment Opportunity (“EEO”) Employer.

It has been and will continue to be a fundamental policy of McAllister Towing not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws.

This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.