Position: Client Service Manager - West Coast, USA [REMOTE]

Be a key part of the rapidly expanding global logistics industry! Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance 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 in North America, Europe and Asia.

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

Job Type: Full Time | Location: Remote – West Coast

SUMMARY

The Client Service Manager (CSM) is responsible for proactively ensuring ultimate client satisfaction resulting in increased client retention and opportunities for growth. CSM serves as the primary contact for all brokerage related activity, which includes establishing, managing and nurturing strong relationships with key client contacts and financial decision makers.

RESPONSIBILITIES INCLUDE

• Manage and track all aspects of client portfolios directly with clients.
• Conduct client visits (virtual and in person) to understand their cross-border trade requirements.
• Research client history, provide relevant reports, analyze information in systems, determine strengths, weaknesses, opportunities and threats.
• Proactively contact client base to confirm satisfaction and identify new opportunities.
• Educate clients as it relates to new customs requirements and government regulatory updates.
• Serve as point of resolution for escalated issues and discuss with internal leaders, as necessary.
• Conduct new client onboarding and ensure a smooth transition.
• Obtain key information to build strong business profiles including information on key contacts, locations, and standard operating procedures.
• Lead periodic business review meetings with clients; monitor and act upon client satisfaction survey results.
• Manage urgent client issues in a timely manner; identify preventive measures to avoid repetitive service failures.
• Lead internal cross-functional team collaboration to address process improvements.
• Demonstrate expertise of retention techniques and company product/service offerings.
• Utilize internal database to document and track customer inquiries and account interactions.
• Perform related duties such as participating in various projects, pilot groups, or department initiatives as needed.
• Adhere to established policies and procedures.

ABOUT YOU

• 3+ Years --- customs brokerage related experience with excellent understanding of supply chain process, procedures and regulations
• **Must have managed Large Clients**
• Excellent customer service, negotiation, organizational, interpersonal, and communication (written and verbal) skills
• Ability to consult and influence customers and prospects; prioritize, plan and schedule activities
• Utilize Excel and internal tools to fulfill reporting requests to assist in the organizational success
• Exceptional time management skills with the ability to handle multiple projects simultaneously and meet tight deadlines
• Ability to work in a fast-paced environment while solving problems quickly and creatively
• Self-motivated with an ability to work both independently and as a productive member of a team
• Ability to learn quickly and adapt to change in a challenging environment
• Comfortable preparing and making presentations to small and large audiences
• Excellent team player / interpersonal skills. Strong knowledge of MS office software (Word, Excel)
• Working knowledge of CargoWise is a PLUS

EDUCATION

Preferred: Bachelor’s Degree

COMPENSATION | TRAINING | TRAVEL

Base Salary DOE + Bonus Incentive Plan

Supportive team / cultural environment

15 – 25% travel

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.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay
• Commission pay

Experience:

• Customs Brokerage: 3 years (Preferred)
• Supply Chain: 3 years (Required)
• Customer relationship management: 3 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: Remote

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