Global Customer Relationship Manager

Job Description

JOB SUMMARY:The Global Customer Relationship Manager (CRM) primarily reports into the Vice President - GPM. The Global Customer Relationship Manager will serve as the central point of contact for strategic customers and internal stakeholders (Global & Regional) to build/coordinate and deliver process driven solutions and initiate pro-active issue resolution. Part of the Global Sales & Business Development and customer program management, they will field customer requests and initiate internal issue resolution. Plans and directs activities of customer service teams to meet the needs of customers and support company operations. Develops procedures, establishes standards, and administers activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers globally. Also is responsible for effective response to customer requests, problems, and special needs, which can extend to a global client base. Works closely with the regional program managers, marketing and sales, logistics, and transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers. The candidate requires an in-depth skill set and working knowledge of supply chain logistics, freight forwarding directly in the Oil & Gas industry.ESSENTIAL DUTIES AND RESPONSIBILITIES:* Establish and monitor customer service performance standards* Develop processes to identify customer problems and resolve them expeditiously and efficiently* Manage customer escalations and provide corrective action plan(s)* Manage the Master Service Agreement and contractual obligations* Review and develop Key performance Indicators (KPI) with customer, commercial team and product groups* Manage data quality and ensure resolution* Drive strategic and internal process initiatives* Engage internal teams/resources such as quality/ implementation/client service teams etc. as required* Coordinate pricing and other ad-hoc rating to support the account manager(s) to drive customer revenue growth* Drive the revenue retention and year over year growth objectives as laid down by the commercial leadership* Support the Monthly/Quarterly Business Review (QBR) process* Manage invoice audits, rebates* Manage the Speed of Invoicing, Invoice Accuracy in conjunction with the customer KPIs* Define and derive processes and their underlying improvements in relation to Spot Quotes, Invoicing, Transit Times, EDI, Order Management, Agility Tracking and all other applications as part of the turnkey solution to the customer* Initiate and manage operational review meetings with branch teams, customer and documentation as required* Work with the Global Account Manager & other network teams to improve cash flow, account receivables support (as it relates to the payment terms)* Gather, develop and manage the customer solutions in conjunction with the Global Implementation group (GOCT)* Work with the Global Implementation Group (GOCT) to manage renewal and new awards on assigned accounts* All other duties as assigned by the Manager/Account Team* Voice of the customerQUALIFICATION AND EXPERIENCE:Candidate should have at least 5 years of working experience in the freight forwarding and/or transportation industry directly related to Oil & Gas customers/projects. Have a sound working experience of Oil & Gas resupply logistics products and customer service. General knowledge of USA customs requirements is essential. General knowledge of process flows and accounting practices would be an added advantage.SKILLS & COMPETENCIES* Broad end-to-end background in Oil & Gas

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