Regional Manager, Client Service

JOB SUMMARY

Reporting to the Director, Client Service, this position is responsible for the overall service level management for all clients within their region.  Responsible for achieving team profitability, client retention, up-selling opportunities and client loyalty through performance management, training, coaching, mentoring and motivating staff.

KEY DUTIES & RESPONSIBILITIES

• Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
• Ensures delivery of exceptional client service to foster and enhance superior client relationships within the region.
• Drive the revenue, profitability, retention, and client satisfaction to ensure the region meets or exceeds its targets. Review attainment vs. target for the region and develop corrective actions where necessary.
• Analyze data and run reports for clients within the region to identify trends and patterns, track lost business, determine and resolve root cause issues and increase client satisfaction and loyalty. 
• Manage and control the use of systems and technology, such as the Customer Relationship Management (CRM) tools, to drive efficiency in all client service operations. Monitor and report service level statistics and other key performance indicators.
• Develop processes and procedures to achieve regional goals and objectives.
• Conduct root-cause analysis and create scalable solutions to resolve systemic issues or service delivery deficiencies. 
• Create and foster partnerships with other internal departments to resolve cross-functional communication or cooperation difficulties.
• Assist direct reports with challenging barriers and obstacles they may encounter.
• Maintain appropriate balance between client service and up-selling activities/sales focused revenue growth.
• Attend client visits with the Client Service Mangers as required.
• Complete annual performance reviews with direct reports.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.
   

KNOWLEDGE & SKILLS

• Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients.
• Good communication skills (both written and verbal).
• Knowledge and experience with project management methodology and techniques.
• Excellent problem solving and conflict resolution skills.
• The ability to make and execute effective decisions based on factual content.
• Comfortable preparing and making presentations to small and large audiences.
• Ability to be self-motivated, creative and work in a challenging and stressful environment.
• Ability to prioritize, plan and schedule activities.
• Excellent understanding of customs brokerage process, procedures, regulations, and regulatory requirements.
• Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and Customer Relationship Management tools.

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

COMPETENCIES