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Associate Client Service Manager

Requisition #: 12568
Functional Area:  Customer Service; Leadership; Transportation
Employment Type:  Full-Time
Work Options:  In Office at Location Specified Above
Work Hours:  standard business hours

Position Summary

This leadership position is responsible for managing the activities of a client service team in Managed Services to ensure all customer requirements and deliverables are met on-time and with quality. The client service manager will act as a bridge between Managed Services clients and the service delivery team to ensure client satisfaction is delivered in balance with maintaining profitability.   This position will reside onsite at our corporate campus in Neenah, WI.

Job Responsibilities
  • Leads, develops and coaches team:
     - Provides clear expectations, feedback and recognition
     - Participates in the hiring/selection process
     - Writes and conducts performance evaluations and progress reports
     - Handles associate relations issues 
  • Delivers results in line with the following key metrics/accountabilities:
     - Revenue and gross margin objectives
     - Client loyalty and retention objectives
     - Service line Service Level Agreements (SLA's) and productivity metrics
     - Associate development and retention
  • Maintains superior client relationships by:
     - Focusing on client compliance
     - Participating in client status calls
     - Identifing, addressing, resolving and communicating issues in a timely manner
     - Actively participating in annual client business reviews
  • Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements.
  • Assists business line consultants and sales in closing complex Managed Services business, including identifying needs around service deviations required to secure business.
  • Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided.
  • Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes.
  • Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration.
  • Manages expenses in line with departmental budgets and corporate business conditions.
  • Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.
  • Adheres to the department's data security policies pertaining to FCRA, ISO 27001, and the protection of PII (Personally Identifiable Information).
  • Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines. 
  • Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace. 
Qualifications

Experience:

  • 5+ years of experience in a customer service environment.
  • Prior experience in a leadership role desired.
  • Prior experience within the transportation/vehicle legalization industry desirable.

Education:

  • Bachelor's Degree in business-related field preferred.

Other Skills/Qualifications:

  • Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts.
  • Strong verbal and written communication skills.
  • Strong organizational and project management skills.
  • Independent analytical thinking skills.
Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.

 

Travel Requirement:  10%

 

Other Information

 

At J. J. Keller, we are Difference Makers because the work we do truly matters. We protect people’s lives every day. In fact, more than 90% of Fortune® 1000 companies rely on J. J. Keller to help create safe work environments. Our associates have named J. J. Keller as a Great Place to Work® four years in the running. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller. 
 

Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.!  If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
 

Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here.

 

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Company
JJ Keller
Posted
11/05/2020
Salary Range
$66,000.00 - 127,000.00
per Year
Salary range estimated by
Location
Neenah, WI 54957, US