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Client Services Manager

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POST DATE 10/12/2017
END DATE 1/12/2018

AFN Niles, IL

Niles, IL
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Job Classification
Full Time
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Client Services Manager

Purpose of Position:

Understand AFN's clients' needs to meet and exceed their expectations with high quality customer service and data integrity. Oversee Client Services team to deliver the best service possible to our clients that will provide solutions leading to increased client satisfaction. Continuously look for ways to improve our operating standards.

Main Accountabilities:

1 Lead, inspire, and coach Client Services department to achieve company, departmental and individual goals

* Manage and oversee employee schedules to ensure proper department coverage

* Prioritize , delegate, and manage daily work-flow and team resources to maximize business value


* Oversee and manage employee Paid Time Off (PTO) and out of office scheduling

* Monitor and manage Email Inbox for team portfolios to prioritize response times

* Coach, train, and motivate employee through regular feedback (1:1's & reviews)

* Identify gaps in knowledge and skills and create/implement plans for development through appropriate training

* Maximize the productivity and workflow of the team by emphasizing and coaching on process efficiency and cross training

* Consistently monitor and track developmental goals, performance goals, and action steps on defined objectives

* Exemplify AFN values daily and actively work with AFN leadership to champion team improvement best practices

1 Manage Client Services Team Leads to deliver the highest level of service to customers, carriers, and AFN employees

* Collaborate with Team Leads to create standard operating procedures (SOP) for Logistics Coordinators and ensure procedures are current at all times

* Drive high level of urgency within Client Services team to ensure loads are tracked within AFN's standard operating procedures (SOP's)

* Manage and develop Logistics Coordinators to provide support on day to day activities for the business

* Ensure high level of understanding among Client Services team of AFN's technology and systems (PowerBroker, RingCentral, AFNgine, Gmail)

* Continuously improve strategy for 24- hour customer service support

* Assist HR in training and developing new AFN employees to understand the basics of 3rd party logistics and AFN's operating procedures

* Recommend new ideas and/or solutions that will enhance team efficiency, speed, and accuracy

* Escalate problems and issues that arise within Client Services team to appropriate internal parties

1 Drive Client Services impact to AFN's overall business regarding customer relationships, carrier relationships and profitability

* Collaborate with IT, Business Intelligence and Product Management to create and execute the strategic direction of proprietary software applications.

* Continuously review and improve processes in order to drive efficiency inter- and intra-departmentally

* Consistently track and evaluate policies and procedures to ensure they are being followed

* Partner with all departments at AFN to standardize operational methods (load entry, posting trucks, phone procedures, etc) and communicate changes with appropriate internal parties.

* Continuously identify areas of possible customization/improvement for Powerbroker and make suggestions to Procurement management team

* Utilize AFN's resources to build and enhance relationships with key contacts both internally and externally

* Continuously build strong internal partnerships with AFN representatives to support long term AFN strategy

1 Fulfill other duties as required

* Embrace the opportunities to pick up new activities that fall broadly in the purpose of the role

* Ability to take initiative to think outside the box and identify opportunities for improvement

* Identify problems and find solutions

* Work on special projects as they arise

Individual Qualifications

Education and Experience

Skills and Competencies

* Bachelor's Degree required

* At least 2-3 years experience supervising a team preferred

* Demonstrated history of increased responsibility in previous positions required

* Demonstrated experience of collaborating on projects required

* Strong customer service orientation

* Proven ability to creatively solve problems

* Must exercise judgment to make decisions that will result in positive impact to team and AFN

* Ability to gain a strong understanding of accounting, financial, and business transactions

* Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Access) and Powerbroker

* Ability to develop relationships at all levels of a business (internally and externally)

* Strong organizational skills with an ability to delegate and multi-task

* Strong attention to detail and accuracy

* Ability to think strategically and develop long-term plans for the business

* Ability to gain a strong understanding of the logistics and transportation industries

* Strong verbal and written communication skills amongst customers

AFN is an Equal Opportunity Employer AA m/f/v/d