Client Relationship Manager (Mandarin fluent)

The Client Relationship Manager (CRM) is a multifaceted position requiring the ability to manage and streamline all functions for assigned clients. CRMs are responsible to be the eyes, ears, and voice of Data2Logistics with clients by managing, monitoring and tracking all business interactions including but not limited to invoice processing, communications, implementations, contracts and issues resolution. The position involves proactively communicating both to the client and within the Data2Logistics team maintaining a win/win business partnership with Data2Logistics clients. The CRM is responsible for maintaining overall satisfaction of the client. CRMs are responsible for pursuing new opportunities for client revenue, creating strategic and tactical plans to uncover revenue projects for clients, influencing decision makers within the account, creating, pursuing, and closing sales opportunities. In addition, the CRM takes full responsibility for monitoring and tracking projects within their clients. 

Responsibilities:

• Managing up to 2.5 million dollars in client revenue.
• Monitoring client fees and carrier volumes with the goal of ensuring all under contract fees and additional fees are charged and collected to maintain the revenue and profit margin of the client.
• Aggressively grow client revenue consistent with company goals and targets.
• Manage client account receivables.
• Responsible for all assigned client renewals and proactively managing adherence to client contract terms including accurate processing, reporting, and minimum fees.
• Understand and monitor client P&Ls with an eye toward improving profit, revenue, and margins.
• Monitor and work with Operations to ensure consistent, accurate and on-time closes.
• Review client reports and exports for accuracy; proactively investigate, understand, and communicate both negative and positive trends, along with potential solutions; and revenue opportunities via add-on services.
• Track, communicate and monitor - client volume trends, savings generated, and reports delivered to maintain a satisfied client, profitable to Data2Logistics.
• Track and manage the project deliverables and client communication for current and new implementations, expansions, and changes.
• Be the first point of contact for internal and external business escalations. Proactively address potential issues before they become critical.
• Work collaboratively with Account Coordinators (and other Operations team members as necessary) for accounts and operations to track and resolve issues.
• Log communications and issues in the appointed CRM system.
• Oversee internal resources to implement new and incremental business.
• Manage and track the status of requirements and assigned tasks throughout the project lifecycle. Drive team to meet target dates and proactively inform clients of setbacks.
• Collaborate with Operations, Finance, Global Ops and IT to test new tools, products and processes.
• Assume a proactive approach to improving new tools, applications, products and processes.
• Accountability for ensuring a client specific solution is assessed and resolved for all clients not simply the immediate client affected.
• Proactively monitor the Dashboard and satisfaction calls with the intent to anticipate future requirements and/or actions.
• Meet CRM KPI’s and metrics as defined for the CRM
• Review productivity and quality metrics to address areas of deficiencies.
• Analyze and verify client requirements for completeness and conformity to standards.
• Maintain an up to date understanding of industry trends related to assigned clients including real-time current events for assigned clients and related industries as appropriate communicate and react to client/industry applicable news.
• Establish and maintain in-depth knowledge and understanding of client’s business and industry specific to Supply Chain, Logistics, and Transportation objectives and initiatives.
• Client presentations: develop and organize material and deliver the material in a professional manner that results in continuous promotion of Data2Logistics value to the client, areas of opportunity for the client, and up to date status of critical ongoing projects and events.
• Solicit, interpret, and document client/user requirements in a clear and concise manner for all including IT, Operations, etc.
• Deliver a professional Quarterly Business Review for Clients.
• Prioritize requests from clients to ensure appropriate Data2Logistics resource availability, request validity/need and ability to integrate with Data2Logistics standard solutions. In addition, working with clients and internal staff evaluate each request as an opportunity to create enhancements which can be leveraged by other clients.
• Support corporate sales efforts by providing feedback on client issues, industry changes, and marketplace intelligence.
• All other duties assigned.

Requirements:

• 10+ years’ experience in freight bill processing and payment, logistics and supply chain management
• Independent thinker, logical, strategic with a high attention to detail
• Excellent English and Chinese (Mandarin) communication skills (written and verbal)
• Excellent presentation and proposal writing skills
• Problem Solving skills and techniques
• Program and Project Management Skills
• Negotiation and Sales Experience
• Proficient computer skills: Comfortable with systems and proficient in Access, Excel, PowerPoint, Visio, Microsoft Project, and other applications.
• Professional demeanor: Ability to creatively solve problems, deal with ambiguity, develop and implement policy and procedures, perform analysis and prepare reports, and foster team building all in line with company goals and objectives.
• Engaging personality with the ability to successfully interact under various high-pressure scenarios with all client contacts including senior level client contacts.

Desired Skills and Experiences:

• Expert knowledge of carrier billing process
• Expert knowledge and understanding of freight bill processing and payment
• Expert knowledge and understanding of carrier modes and service levels
• Extensive understanding of client transportation, logistics and supply chain functions
• Specific Industry vertical knowledge a plus
• Professional Services experience and understanding a plus
• Account coordinator experience a plus
• Power BI experience a plus

Education:

• BA Business, Marketing or Economics (or equivalent experience) MBA Preferred or a combination of education and customer service or sales experience.
• 15+ years’ experience in a client relations, customer service or sales role

Open to applicants in the Philippines; Cebu is preferred.