Client Relations Manager

$80k - $101k /Yearly

Reporting to the Transportation Manager, the Client Relations Manager is responsible for coordinating all activities at one or more high-profile ROI accounts. Working closely with customers and Corovan onsite leadership, this position is responsible for growing profitable business and/or increasing service lines at assigned accounts, managing the expectations of customers, running quarterly business review (QBRs), preparing budgets, responding to requests for proposals/quote (RFP/Qs), clarifying invoice and billing issues, and providing estimates on projects when needed.

Working closely with the Transportation Manager, this position ensures the right personnel are assigned to the account, as they are responsible to train key staff to ensure quality work is performed to the customer's complete satisfaction. The Client Relations Manager is the bridge between the customer, Sales, Operations, and crew. This position is responsible for reporting and escalating any related issues about the account to the Transportation Manager, Sales Manager or Accounting manager. This person will have a dotted line to the Sales Manager in the area, to assist in cross-selling or upselling of new product lines into the existing account.

As an individual contributor, the Client Relations Manager will partner with the Sales Managers to provide the best outcome for the customer experience from the sales process to job completion. It is expected that this position will participate in and assess all aspects of the Service Lines, including estimating and pricing jobs, some sales activities, (including ongoing prospecting for increased volume at the accounts), align customer expectations to the Operations calendar for upcoming moves, perform project management activities when necessary, and perform collection services when necessary. An integral part of a successful outcome is partnering with all departments for an end goal of customer satisfaction resulting in company success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer & Employee Relationships:

* Oversees assigned ROI accounts with special attention and interaction with accounts that have problem areas.

* Meets and collaborates weekly and in some cases daily with the customer and Corovan on-site leadership teams.

* Responsibility for troubleshooting customer concerns and issues and escalating to transportation or sales manager as appropriate.

* Develop, conduct and coordinate sales presentations, QBRs and responses to RFP/Qs for existing customers or end users at the assigned accounts.

* Properly complete all necessary and required Order Entry and Change Order documents for each job generated from Account Executive I's accounts.

* Ensure timely submission for all Order Entry and Change Order procedures including obtaining sign-off authorization from authorized Operations personnel.

* Manages any size moves and install projects to ensure complete customer satisfaction.

* Read install plans and identify starting locations, staging locations and changes.

* Performs "Walk Thru" for upcoming jobs and help estimate project costs. Collaborates with Operations on giving accurate estimates and guidance on what is needed for upcoming jobs.

* Helps ensure strong margins in jobs by anticipating staging, delivery or customer issues.

* Conducts Site Surveys at the ROI customer sites for the Strategic Account reviews monthly and to improve account quality.

* Build and maintain successful relationships with all internal departments with active listening, positive attitude, open and honest communication, respect and appreciation.

* Perform headquarter calls on key accounts and perform other client relationship improvement activities on a consistent and relevant basis.

* Perform Account Management services, including but not inclusive of: perform walkthroughs for survey purposes; provide a detailed scope of work for the client and for Corovan Operations, Manage and properly communicate expectations, both for and of the Client, professionally answer/address customer questions, concerns and escalate issues when necessary.

* Strategically partner with all internal departments to ensure customer success, which includes, but not limited to, scope of work, change orders, communications from customer, collections, billing issues and concerns.

* Partner with the Operations team to meet with customers to explain operations, security and processes for transportation and warehouse.

* Compiles competitive information and formulates competitive strategies and programs designed to grow revenue.

* Interact with customers in person and via telephone, fax and email to ensure complete customer satisfaction in all matters related to the operation.

* Engages in courteous, helpful, and professional conduct, staying calm in the face of challenges, with customers.

* Participate in developing RFP responses and negotiating contract renewals and extensions.

Account Site Duties:

* Conducts listening and safety meetings at the customer sites monthly to build employee engagement, help crews understand safety policies and build team morale.

* Visits and inspects Corovan customer work at this account to ensure that employees are observing Corovan policies and procedures, and provide feedback to operations leaders

* May manage large-sized move and install projects to ensure complete customer satisfaction.

* Explain business needs of client to operational leaders and account team.

* Provides coaching occasionally to team on account values and priorities.

* Provide direction on account needs to transportation supervisor.

* May provide input with interviewing for leadership roles on the team.

* May assist with gathering timesheets and reviewing for accuracy, including signed by employees, approved by the account manager and submitted by the time requirement.

* Monitor the team for compliance on company and customer policies and procedures.

Engagement:

* Ensure interactions with crew and customers are professional to promote company's values and expectations.

* Actively monitors customer satisfaction ratings and encourage clients to participate and respond to survey's

* Proactively engages employees to promote a positive work environment.

* Is encouraging and helpful to the crew and to internal staff members by treating them with respect and find solutions to their questions, for example, location and work hours.

* Has the capability to diffuse and calm challenging situations, should immediately be diffused to avoid further escalation and reported immediately to the Transportation Manager.

* Observes the interaction and engagement with the crew by Corovan Leadership team and customers. Coaches as needed if concerns about interaction.

Financial and Reporting:

* Prepares and presents all proposals and QBRs for customer.

* Participates in monthly Financial Review Meetings when available.

* Conducts internal strategic account reviews with COV management

* Handles customer billing and administrative inquiries

* Manages the manpower cost and bids as needed.

Training & Development:

• Become proficient on the company's chosen estimating and order processing system (OE 3.1) and any future applications.
• Proficient in Microsoft Excel, Powerpoint
• Attend regular sales meetings and participate in training topics

* Continuously promotes compliance with company policies and procedures.

* Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.

* Committed to diversity, respectful workplace, developing employees and leadership. By example and actions, this position promotes fair and exemplary people practices.

Safety:

* Performs work with quality, efficiency and safety at all times.

* Trains and coaches crew members in proper handling and safety techniques.

* Ensure crews are adhering to all safety rules; including wearing proper safety equipment PPE (back braces, safety shoes, safety glasses, masks, gloves, etc. required by the company or customer). Monitors employees who are driving drive forklifts to ensure they are driving safely (seatbelt, slow speeds, ensuring trucks are chalked and using proper plates).

* Report all safety concerns immediately to Transportation or Operations Managers.

Other duties:

* Follow all security rules for the company and assigned customers.

* Respect customer rules at each customer site as to where to work.

* Monitor and reinforce adherence to meal and rest periods.

* May participate in, and/or lead Six Sigma projects, per senior management assignment.

* Follow confidentiality rules with regards to any products or services that are visible at the account site.

* Promote Corovan's Mission and Vision Statements, including promoting compliance with company policies and procedures.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. PROBLEM SOLVING AND DECISION-MAKING SKILLS - Organization skills, attention to details, and the ability to prioritize in a changing environment.

2. MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to read and correctly interpret the legend on installation drawings and read both standard and metric tape measures.

3. REASONING ABILITY - Ability to apply good business judgement to complex customer situations. Ability to deal with problems involving several concrete variables in standardized situations.

4. CUSTOMER SERVICE - Manages difficult or emotional customer situations well; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

5. COMMUNICATION AND INTERPERSONAL SKILLS - Ability to communicate effectively to customers and coworkers. Focuses on solving conflict; listens to others and seeks to understand; keeps calm and professional; remains open to others' ideas and tries new things.

6. TEAMWORK - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

7. INDUSTRY EXPERTISE - Must be familiar with procedures in moving, including all the steps in a customer pre-move meeting, post destination signage and communicate all standard move and install protocol to the customers and crews. Must be familiar with the O&I (Office & Industrial) move process.

8. CONTRACT DEVELOPMENT - Able to outline key variables in a contract and propose solutions for customers. Ability to deal with confidential and sensitive material.

9. SYSTEM KNOWLEDGE -Strong PC skills including intermediate proficiency in project management software, Microsoft Excel; Microsoft Word and Microsoft PowerPoint and OE 3.1.

10. ORGANIZATION SKILLS - Organization and project planning skills with ability to juggle multiple assignments and tasks.

11. LANGUAGE SKILLS - Ability to read and interpret documents written in English such as procedures, work instructions, and timesheets. Must efficiently communicate with customer and coworkers.

12. OTHER DUTIES:

a. Must be familiar with project management reports such as Gantt and Pert charts and understand and interpret cut sheets.

b. Must be able to produce detailed inventories of all goods exposed to on O&I and install projects.

c. Must be able to accurately estimate large move and install projects to determine manpower, trucks and equipment necessary to complete the tasks required.

d. Must be able to conduct a customer pre-move meeting, post destination signage and communicate all standard move and install protocol to the customers.

e. Must be familiar with the O&I (Office & Industrial) move process and understand the move labeling and directional signage.

EDUCATION and/or EXPERIENCE:

1. Bachelor's Degree or equivalent of education and experience preferred.

2. Five (5) years conducting pre-move meetings, managing post destination signage and communicating standard move and install protocols to customers or related experience.

3. Five (5) years estimating small to medium move and install projects to determine manpower, trucks and equipment necessary to complete the tasks required or related experience.

4. If driving on behalf of company, a valid driving record that meets the company's insurance carrier's requirements is required.

5. Previous commercial and/or household installation experience preferred.

6. Must be familiar with MS Outlook, Word, Excel and PowerPoint. Familiar with Visio is a plus.

7. Must be able to write business email, correspondence and produce simple formulas on spreadsheets.

8. Strong business acumen.

9. Proficient in MS Office, including MS Excel and PowerPoint.

PRIMARY LOCATION:

San Leandro, SF Bay Area

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.

2. Handling: Seizes, helps or works with hands.

3. Lifting: Proper lifting techniques required. May include lifting up to40 pounds and pushing or pulling up to25 pounds throughout the day.

4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.

5. Standing: Remains in standing position if required to perform various functions of the job.

6. Stooping: Bends body downward and forward by bending at knees or waist.

7. Vision: Reads paperwork.

8. Talking: Communications by phone, email, text and in person.

9. Sitting: May sit at desk. May sit for long periods of time.

10. May include bending, reaching, squatting, twisting, stooping, and kneeling throughout the day.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The performance of this position may occasionally require exposure to the manufacturing, assembly and construction areas and under certain conditions require the use of personal protective equipment such as safety shoes, safety glasses with side shields and/or hearing protection. This list is not all inclusive.

1. Temp/Weather: Works in either 1) Office environment - for the most part ambient room temperatures, lighting and traditional office equipment, and 2) Warehouse - may be exposed to hot or cold temperature, and construction zones, 3) Outside - may be exposed to wet and/or humid conditions, outside weather conditions and hot or cold.

2. Noise: Works in office, warehouse, and construction zones or outside environment, with constant or intermittent noise.

POSITION TYPE/EXPECTED HOURS OF WORK:

TRAVEL

1. This is a full-time salaried position, with a minimum expectation of 40 hours per week.

2. Employees might be required to work late evenings or weekends depending on the business needs.

TRAVEL:

1. Travel required throughout Southern California to meet with customers and walk customer sites.

2. Travel required quarterly to other transportation sites in California and to company headquarters in San Diego.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ACKNOWLEDGMENTS:

I have reviewed this job description and I understand all my job duties and responsibilities. I am able to perform the essential functions as outlined. I understand that my job may change on a temporary or regular basis according to the needs of my location or department without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor or a member of the Human Resources staff.