Client Service Manager

Client Service Manager JOB SUMMARY

The Client Service Manager (CSM) is responsible for managing Livingston client satisfaction. The CSM will be the client’s key business contact for all brokerage related activity, building strong relationships with client financial decision makers, increasing client retention and identifying opportunities for growth.

• Manage all aspects of client's portfolio directly with the client. Conduct client visits (virtual and in person) to understand their cross-border trade requirements. Understand client history, providing appropriate reports, analyzing client information in appropriate systems, determine strengths, weaknesses, opportunities and threats. Establish strong relationship with client decision-makers.
• Primary Livingston contact with clients.
• Proactively contact client base to confirm satisfaction and identify new opportunities.
• Client education for regulatory updates and new requirements from Customs and other government agencies.
• Point of resolution for escalated issues.
• Project managing new client onboarding.
• Support execution of sales team growth and retention strategy.
• Monitor and act upon client satisfaction survey results.
• Lead periodic business review meetings with clients.
• Obtain key information to build strong business profiles including information on key contacts, locations, and standard operating procedures.

• Respond and manage urgent client issues in a timely manner.
• Identify preventive measures to avoid repetitive service failures.
• Lead internal cross-functional teams to address process improvements.

• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

• Excellent communication and interpersonal skills (both written and verbal) with the ability to deal effectively with all levels of staff and management internally and in client organizations.
• Excellent organizational skills with the ability to drive change and deliver targeted results.
• Excellent problem-solving skills with the ability to work in a stressful environment.
• Excellent understanding of supply chain process, procedures and regulations.
• Strong working knowledge of CRM and Microsoft Office (Word, Excel, PowerPoint).
• Effective presentations skills to small and large audiences.
• Knowledge and experience with project management methodology and techniques.

3 years of related experience

• Required:
  
  Associates Degree or post-secondary education.
• Preferred:
  Bachelor’s Degree or equivalent.

• Leading and Developing
• Business Acumen and Straight Talk
• Accountability
• Inclusion and Collaboration
• Customer First Focus
• Agility

Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good‑faith salary range for this position is $70,825 - $106,500 USD. Actual compensation will be determined based on these factors and may vary accordingly.

We are proud to be an inclusive employer and welcome applications from individuals of all backgrounds, experiences, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

Job Type: Full Time

Location:

Home Office Illinois, Home Office Florida, Home Office Michigan, Home Office New York, Home Office North Carolina