Client Account Manager, Call Center and Customer Care

Client Account Manager, Call Center and Customer Care

Job Description

Position Title:     Client Account Manager, Call Center and Customer Care

Division:              DDC Freight Process Outsourcing LLC

Position Reports To:    SVP, Client Experience

Positions Reporting to this Position:   n/a

FLSA Status:    Regular Full-Time, Exempt

Who We Are:

DDC FPO is a rapidly growing business process outsourcing (BPO) solution provider for the transportation industry which provides professional services to the Less-than-Truckload (LTL), Third Party Logistics (3PL), and Freight Forwarding markets. We deliver a combination of technological and human resources to perform back and front office functions geared around cost savings, improved efficiency, streamlining processes, and freeing up our clients’ internal resources and time so that they can focus on doing what they do best, move freight.

Our vision is “To drive the advancement of the industries we serve and facilitate a ripple effect of empowerment for each of their respective communities by way of innovative people, processes and technologies”. Our clients include many of today’s top LTL carriers within North America, as well as a variety of 3rd Party Logistics partners and Customs Brokers.

DDC FPO is part of The DDC Group, a worldwide network of BPO experts and solutions founded in 1989.

For more information about our Company please go to www.ddcfpo.com.

Position Summary Description:

Being a Client Account Manager, Call Center and Customer Care (CAM) at DDC FPO is a critical role which helps us consistently deliver best-in-class service to our client partners. If you have solid customer service experience working within or operating a contact center, a driving desire to always take great care of your customers, act with integrity and want to join a team that operates like family, (and has a lot of fun), this is the role for you. 

The Client Account Manager, Call Center and Customer Care (CAM) role is a client-facing role that aims to create long-term, trusting relationships with DDC’s client base. In addition, the CAM’s role is to oversee a portfolio of assigned clients, develop new business from existing clients, and actively explore process excellence initiatives to realize better results for our organization and our clients. This role is specifically geared toward leading call center projects, with experience in customer service.

This role empowers the individual to proactively understand the wants, needs, and motives of DDC’s clients and to build and maintain relationships with the customer and the company to increase the potential opportunities, revenue, and profit.

A key driver is to understand the length, width, and depth of the relationship with the customer and the company and to proactively manage all interactions with the customer.

The individual fulfilling the role will need to work effectively to ensure that all issues are dealt with in a timely manner and ensure that all service to the customer is always of the highest standard and quality.

This role will serve as an important link between the client, the on-shore and off-shore operational teams, our Process Excellence Group and the Sales team.   

Essential Responsibilities of the Position:

1. Develop and maintain strong relationships with clients through regular close contact management which will include face to face meetings, telephone and email communication;
2. Manage the business processes between DDC and the client to establish a professional and trusted basis for the relationship;
3. Oversee and be responsible for a portfolio of high-priority accounts in the US and potentially around the globe that are within the FPO footprint;
4. Conduct strategic account reviews regularly to review service needs, usage trends, and identify potential business opportunities;
5. Understand all DDC solutions with the ability to speak to each solution and present on each solution when necessary;
6. Ensure the timely and successful delivery of DDC solutions according to client needs and objectives;
7. Identify new business opportunities and areas of improvement among existing clients;
8. Clearly communicate the progress of client projects;
9. Track key SOW and SLA metrics while managing the SLA and as the client requirements change, negotiate alterations in a way that satisfies both the client and DDC;
10. Collaborate with sales team to identify client opportunities;
11. Manage client requests and issues and escalate to VP as needed;
12. Develop and maintain industry knowledge, while leading and influencing the client’s thinking in terms of industry trends and DDC’s innovation to drive forward standards around client service, management and delivery;
13. Be responsible for developing and sharing internally the market and competitive information learned, to be able to influence the development of DDC’s future services and solutions;
14. Manage contract renewals and pricing reviews, in conjunction with VPs;
15. Maintain customer information and records;
16. Utilize Microsoft SharePoint, Hubspot, Microsoft Teams and various other tools for sharing information, documentation and fostering improved communication between departments and internal employees;
17. Collaborate with the (PEG) group to develop and execute initiatives that drive production, improved quality scores, increase efficiencies and reduce costs – thus delivering value to both our client partners and our internal teams;
18. Travel as necessary for client meetings and DDC events;
19. Any other duties that may be required by DDC that are in-line with a Client Account Manager position.

Qualifications/Experience:

1. Proven work experience as a Client Manager, Account Manager, Operations Director or relevant role (5+ years);
2. Experience in call center management and customer service programs;
3. Experience in BPO environment;
4. Experience in Logistics;
5. Solid experience with MS Office 365;
6. Solid experience from demonstrated results of quality/process improvement programs and practices;
7. Success in delivering client-focused solutions to meet client needs;
8. Proven ability to manage multiple client management projects at a time, while maintaining acute attention to detail;
9. Ability to interact with C-Suite personnel regarding contracts, pricing, SLAs, Operational challenges, etc.;
10. Strong numeric, IT, and reporting skills;
11. Proven strength in relationship building;
12. Excellent listening and presentation skills;
13. Ability to identify new business opportunities from client portfolio;
14. Strong analytical and project management skills;
15. Strong verbal and written skills and attention to detail;
16. People management experience, preferred;
17. Trained in Six Sigma, Kaizen or Shingo model – preferred but not required.
18. BA/BS in Business Administration, Sales, or relevant field a plus.

Attributes:

1. Has an eye for the big picture – takes account of how their actions and decisions impact the business;
2. Customer and process focused, with a strong desire to meet targets and deliver results, while always searching for a better way;
3. Attitude of continuous improvement and learning for both self and DDC;
4. Confident in own abilities to succeed with fully flexible approach;
5. Is tenacious and resilient in a constantly changing environment with varied daily challenges;
6. Remains calm and levelheaded when under pressure;
7. Flexible and (committed to) the travel requirements of the role (10% domestic and international travel).