Customer Success Manager, Global Forwarding

Join Livingston and grow your career with a market leader in the ever-changing world of international trade! Livingston focuses on customs brokerage and trade compliance, international trade consulting, global trade management and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, seaports, airports and other strategic locations throughout North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work closely with progressive industry leaders, receive recognition for achievements, and further develop your knowledge and expertise within the complex and evolving world of trade. Learn how you can make an impact at Livingston today!

 

Job Type: Full Time 

 

Location: HomeOffice New York 

JOB SUMMARY

The IFTS Customer Service Manager (CSM) works closely with the Operations Managers and is responsible for Client revenue retention and upsell of IFTS services to existing accounts (books). The IFTS Customer Service Manager will be tasked with developing an in-depth understanding of the clients supply chain and logistic requirements.  

KEY DUTIES & RESPONSIBILITIES

  • Manage portfolio of clients.
  • Prepare client calls by reviewing client history, running appropriate reports on revenue and transactions, analyzing client information in appropriate systems, determine strengths, weaknesses, opportunities and threats.
  • Conduct customer facing client visits to understand their supply chain and transportation needs.
  • Call on existing IFTS accounts to obtain repeat shipments – minimum expectation is 2x/month.
  • Establish strong relationship with clients’ economic decision-maker as their single point of contact for transportation.
  • Provide rate updates/quotes to existing clients and coordinates quotation preparation with appropriate team personnel and key contacts.
  • Probe with clients to obtain all necessary detail related to current supply chain needs. 
  • Review activity reports to call on existing clients and all pertinent data to make pricing assessments.
  • Handle client issues and elevate to operations for resolution; respond to client for satisfaction.
  • Submit quotations to client and provides all necessary details to ensure quotation is fully understood.
  • Work with operations to uncover issues and opportunities for increased sales.
  • Organize client follow-up to ensure aggressive call schedules.
  • Provide regular status reports on calls and results.
  • Identify opportunities for improving services, transportations costs, internal/external practices and procedures.
  • Obtain and record key information to build strong business profile including information on key contacts and locations, need and potential for other line of business services, call log, quotation history and marketing information. 
  • Perform other related duties as assigned by management. 
  • Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

  • Excellent customer service, negotiation, and communication skills (both verbal and written).
  • Well organized and detail-oriented.
  • Ability to prioritize, plan and schedule activities. 
  • Creative, self-motivated and ability to work in a challenging and stressful environment.
  • Strong knowledge of international ocean/air transportation.
  • Ability to multi-task and handle a large volume of work and meet tight deadlines.
  • Comfortable preparing and making presentations to small and large audiences.
  • Excellent team player / interpersonal skills.
  • Strong knowledge of MS office software (Word, Excel).

WORK EXPERIENCE – MINIMUM REQUIRED

5 years of related experience

EDUCATION

Preferred: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Accountability
Business Acumen and Straight Talk
Agility
Customer First Focus
Inclusion and Collaboration
Leading and Developing

Livingston is committed to diversity, equity and inclusion. We actively recruit individuals from diverse backgrounds and foster an inclusive culture where you can feel empowered to share your ideas while treated with dignity and respect. Livingston is an equal opportunity employer and does not discriminate based on race, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Accommodations are available for our employees, as well as, applicants throughout the recruitment process.