Client Service Manager
Client Service Manager
We provide clarity in a world of trade complexity so that businesses can grow further, faster, smarter. Over 30,000 clients trust us with their customs brokerage, trade consulting, global trade management and freight needs.
JOB SUMMARY
The Client Service Manager (CSM) plays a key role in ensuring exceptional client satisfaction at Livingston. This position serves as the primary business contact for clients on all brokerage and trade‑related matters, building strong relationships with key stakeholders, including financial decision makers. The role focuses on strengthening client retention, delivering a high‑quality service experience, and identifying opportunities for account growth.
KEY DUTIES & RESPONSIBILITIES
Manage client relationships:
- 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
Operational problems, time sensitive situations and troubleshooting
- 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
Other
- Perform other related duties as assigned by management.
- Adhere to established policies and procedures.
KNOWLEDGE & SKILLS
- 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.
WORK EXPERIENCE – MINIMUM REQUIRED
EDUCATION
CERTIFICATIONS DESCRIPTION
COMPETENCIES
We know that women and people of color may be less likely to apply if their professional experience does not exactly match the job description. Livingston is striving to build a culture where differences are celebrated; therefore, if you are excited about this position, we encourage you to apply even if your experience may not check every box.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Location: HomeOffice Michigan, HomeOffice Arizona, HomeOffice California, HomeOffice Colorado, HomeOffice Florida, HomeOffice Illinois, HomeOffice New York, HomeOffice North Carolina, HomeOffice Ohio, HomeOffice South Carolina, HomeOffice Tennessee, HomeOffice Texas, HomeOffice Virginia, HomeOffice Washington, HomeOffice West Virginia
