Dedicated Client Account Manager (Administrative)
Summary
Work directly with the client, Symbia team members and other stakeholders to coordinate client services as provided by our commercial agreement. That includes support of the operations team in providing such services.
Essential Duties and Responsibilties
- Actively Participates in and collaborates with Project Managers with client facing projects.
- Work with other teams in IT, finance, operations, and HR/Talent Acquisition.
- Clearly and regularly communicate with client and Symbia team on all relevant updates to the business.
- Analyzes and provides corrections or recommendations to billing disputes.
- Interfaces with Finance and Operations on billing issues and contract audit opportunities.
- Report progress on projects, highlighting status, risks, mitigations, opportunities, and cost in ways that are accessible across multiple levels of management.
- Directly interface with clients when they are on site and oversee efforts per client directives.
- Serves as the primary contact for all client needs strategic, tactical, and responsive.
- Continually monitors client satisfaction; provides feedback and priority to operations as needed.
- Analyze, inspect, and design supply chain processes and systems.
- Able to follow the full life cycle of multiple projects from concept to implementation.
- Develops and publishes regular KPIs.
- Follows up on KPIs and metrics to ensure client requests are being met in both a timely fashion as well as accurately.
- Ensures that any customer reporting requirements are met.
- Manages customer complaints and issues to resolution, effectively communicates any issues to leadership.
- Perform analytics as needed.
- Lead process improvement projects specific to client needs and changes.
- Offer recommendations, engage in cross training, and collaborate to resolve challenges.
- Work with and utilize small parcel carriers
- Perform other duties as assigned.
Education and Experience
- Associate or Bachelor's degree
- 2-4 years of experience in 3PL logistics and/or a related position.
- Excellent leadership, organizational, analytical, interpersonal and communication skills.
- High proficient in speaking and writing effectively at all organizational levels.
- Intermediate to Expert level in MS Excel and Salesforce.
- Previous customer support and logistics leadership experience needed.
- Basic accounting and financial reconciliation experience.
- Experience with client service/account management as well as client billing practices in a supply chain environment. Dedicated Client Assignment experience preferred.
- Prior personal experience with Girl Scouts USA (member, leader, etc.)
- Ability to embody the core values of Symbia and GSUSA.
