Client Partnering - U.S. Customer Service Representative

Position Summary

This position acts as the main day-to-day point of contact for the client partnering team. As the liaison between the customer and operations, this position will ensure that client requirements are met in a timely manner. Trouble-shoots as necessary; communicates proactively to related parties. Ensures client satisfaction and operational standards, including productivity, are met. Supports and assists the U.S. Client Partners, Manager & Director as needed in daily operations.

Key Responsibilities (Supervisory/Materials/Information)

• Manage a designated portfolio of Farrow brokerage accounts

• Provide project support for the Major Account Managers & Department Director
• Assist with preparing customer Quarterly Business Reviews and business presentations
• Business development/sales:

• Actively pursue new revenue streams within the designated portfolio of Farrow accounts, planning, execution and development of business relations with key customers. Focusing on new business with direction on retention management via Salesforce system.

• Maintain constant familiarization of Farrow service offerings and industry developments.

• Compile post customer interaction information:

• Prepare and communicate post visit reports to the customer
• Coordinate resolution of issues that are a result of the visit on a Farrow Action Tracker
• Develop a cadence for visiting and communicating with assigned group of clients on frequency determined

• Respond to, investigate, resolve or re-direct inquiries from clients or other intercompany departments.
• Participate in scheduled Company meetings
• Perform other duties as assigned by Manager

Education and Experience

• Minimum high school education
• Post Secondary Degree/Diploma Business, International Trade or related field an asset
• Minimum of 3-5 years customs brokerage industry experience
• CCS Preferred but not required

Competencies, Working Skills & Attributes

• Must have sound problem solving abilities
• Must be diplomatic and possess strong abilities to communicate, both verbal and written
• Be able to work well under time sensitive and stressful situations
• Proficient skills required include abilities to utilize the following programs: Salesforce, Teams, Word, Excel and Power Point 
• Strong organizational ability
• Must be able to multi-task and prioritize assignments

Working Conditions, Mental Effort & Physical Requirements

• Must be able to deal with frustrating situations, time pressures and frequent interruptions in a timely and appropriate manner
• Considerable time spent sitting focusing on a monitor could result in eye or back strain