Client Relationship Manager m/w/d

Main Duties and Responsibilities 

• Develop excellent working relationships and communicate courteously with the customer in order to influence the achievement and maintenance of service performance and encourage new business with existing clients. 

• Advise customer latest booking times and documentation required. Booking and processing shipment requests within Marken’s internal database and Generating and verifying shipping documentation. 

• Manage and mentor any Customer Service agent direct reports ensuring compliance within day to day activities. 

• Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents. 

• Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network Guidelines, policies and procedures. 

• Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress. 

• Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director. 

• Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines. 

• Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns. 

• To be commercially aware, dealing with internal and external customers to increase business profitability.