About the Position

The Client Services Representative will be responsible for, but not limited to directing and supporting all aspects of fulfillment and customer relationship management and development for a broad and dynamic service offering across all facilities within the operations network. Responsibilities may be expanded to support other verticals/customers across the organization. This position operates at a strategic level with the customer C-suite

Functions

• Serve as the primary relationship owner for book of accounts to ensure proper service and retention.
• Develop a trusted advisor relationship with key account contacts, customer stakeholders and executive sponsors.
• Drive, promote, and develop synergies between operations, transportation, and corporate support services.
• Manage all communications, conflict resolution, and SLA (Service-Level Agreement) compliance on customer deliverables and revenue for owned accounts.
• Review all major deliverables (i.e. strategic plan, quarterly reviews, annual reviews, improvement recommendations, etc.) to ensure Kenco meets quality standards, contractual commitments, and customer expectations.
• Utilize project management skills to lead cadence calls and update project trackers in MS Teams and/or similar project management tools, assign owners, and manage action items to established dates.
• Escalate customer issues according to established process.
• Manage business relationships to include:
• Scope of work changes
• Value Added Service projects
• Contract renewals or amendments
• Communicate the customer's goals and representing the customer's interests to the team.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Provide regular two-way communication between the customer and team, creating strong team representation, and setting proper customer expectations.
• Understand company capabilities and services, and effectively communicating all relevant offerings to the customer; exploring opportunities for Kenco to add additional value for the customer.
• Work directly with customers to obtain forecasts as outlined in service agreements and to monitor and manage forecast accuracy.
• Monitor and communicate customer index/profile characteristics and ensures alignment with service agreement pricing assumptions.
• Proactively track and monitor all customer service agreements and facility/equipment lease terminations to drive and coordinate the renewal process.
• Other duties as assigned by Director/Client Services Manager.

Qualifications

• Bachelor’s Degree in related field preferred or equivalent years of experience
• Minimum of 3-5 years of experience in Account Management or related field required.
• Proven Account Management skills required to create, maintain, and enhance customer relationships.
• Ability to perform job functions with humility and the highest level of professionalism
• Prior experience related to ecommerce, fulfillment, supply chain, or distribution.
• Ability to read and interpret documents such as service agreements, pricing models, operating and maintenance instructions, and procedure manuals.
• Strong interpersonal skills with the ability to develop trust among management, peers, and customers.
• Ability to read and write routine reports and correspondence.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Highly proficient in the use of MS Office – Project, Excel, PowerPoint, Outlook, & Word.
• Ability to manage and prioritize multiple projects and meet specific goals and deadlines.
• Experience using warehouse, inventory, financial, and transportation management systems preferred.
• Must have very strong customer service skills.

Competencies

• Business Acumen - Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization
• Communicate for Impact (Individual Contributor) - Proactively communicate with all stakeholders throughout the life cycle of programs and projects.
• Influencing Others - Can quickly find common ground and can solve problems for the good of the organization with a minimal amount of noise. Authentically gains trust and support of peers
• Managing Transitions/ Change Management - Effectively plans, manages and communicates changes in processes with appropriate stakeholders
• Strategic Agility (Individual Contributor) - Enable Kenco to remain competitive by adjusting and adapting to innovative ideas necessary to support Kenco’s long term organizational strategy

Travel Requirements

• This position is expected to travel approximately 25% or less.

• A passport is not required, but recommended.

For California residents – please enter or copy/paste the address below into your address bar to review an important notice regarding Kenco’s privacy policy.

https://www.kencogroup.com/ccpa-notice-at-collection-for-employees-and-applicants/

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)