Client Partnering US - Major Accounts Manager

Farrow, a wholly owned subsidiary of Kuehne Nagel Group, is headquartered in Windsor, Canada. Farrow brings to the global trade industry over 110 years of expertise in cross-border customs brokerage, import/export trade compliance consulting, and integrated logistics services (international freight forwarding/global supply chain management, warehousing/distribution, and ground transportation). With operating locations across Canada, the United States, and Europe, Farrow manages over 800 employees with 38 offices and warehouses including those of acquired companies D.J. Powers Co. Inc. and Link Corporation. Farrow is proud to be a Canada’s Best Managed Companies winner for fourteen consecutive years, achieving Platinum Club status in the most recent eight years – an accomplishment few companies attain.

Position Summary
The Client Partnering Manager is primarily responsible for ensuring that client relationships are proactively and effectively managed to support organizational growth through the building of new relationships, maintaining existing client relationships and ensuring that client projects are implemented according to plan.

Key Responsibilities (Supervisory/Materials/Information)

• Manage one major account initially, with the opportunity to manage multiple accounts as time progress.
• Project Management – planning, organizing and managing projects aligned with Farrow and client’s expectations.
• Provide support for any escalation for both the client and internally for resolving any ongoing client related issues that are systemic and require longer term measures to resolve.
• Engage internal stakeholders as required to resolve systemic issues in meeting client service requirements.
• Manage and grow revenues & improve profitability over time by working closely with operational teams to identify opportunities for enhancing productivity and eradicating errors, managing against customer ‘scope creep’.
• Manage change request and identify new brokerage business revenue opportunities from within existing accounts.
• Track and review account performance, quickly identifying and taking actions where problems are spotted.
• Identify changes to service agreements where they are required and incorporate work instructions into the customer SOP(s).
• Define and negotiate the necessary changes by gaining input from internal contacts and client stakeholders.
• Develop and maintain strong business relationships with key internal Farrow operational stakeholders.
• Possess a mindset to meet / exceed client and Farrow objectives
• Meet in person and virtually with clients on a scheduled basis to review data and performance metrics as well as meeting with any customer identified as being at risk.
• Design and recommend effective corrective/preventative plans to resolve operational inconsistencies.
• Apprise Farrow executives and key internal stakeholders of developments within accounts that impact brokerage operations.

Education and Experience

• Post Secondary Degree/Diploma Business, International Trade or related field
• 5 -10 years’ experience in customs brokerage
• Certified U.S. Brokers License (Required)

Competencies, Working Skills & Attributes

• Must have sound problem solving abilities
• Must be diplomatic and possess strong abilities to communicate, both verbal and written
• Able to work well under time sensitive and stressful situations
• Proficient skills required include abilities to utilize, Microsoft Teams, Word, Excel and Power Point
• Strong organizational skills
• Must be able to multi-task and prioritize assignments
• Must be able to travel periodically for client meetings and Farrow events
• Excellent presentation skills

Working Conditions, Mental Effort & Physical Requirements

• Valid driver’s license and own / lease vehicle
• Valid passport and able to travel internationally – and domestically - as required
• Ability to sit for an extended period while performing analysis, travelling, etc.
• Ability to view computer screen for extended period while performing analysis
• Ability to work after normal business hours on occasion due to travel and other issues

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.