E-Commerce Clients Relations Manager

at  Apple Express Courier Ltd

JOB DESCRIPTION SUMMARY: ECOMMERCE CLIENT RELATIONS MANAGER

This position is that of an Ambassador/Advocate for our rapidly growing portfolio of ecommerce clients. The Ecommerce CRM is primarily responsible for the strategic monitoring of performance, shipping trends and profitability of e-commerce clients, ensuring customer satisfaction and fulfillment of contractual obligations, quality of service, retention and the development of growth opportunities. Responsibilities include coordinating internal activities to ensure all functional groups meet or exceed client expectations while providing a single point of contact for the client. The Ecommerce CRM will add value to our client relationships by keeping abreast of critical market issues to identify industry trends and opportunities.

TECHNICAL SKILLS

• Excellent report-writing, analytical and project management skills.
• Technologically proficient across a wide array of platforms and software.

INTERPERSONAL SKILLS

• Strong customer centric orientation
• Proven business and financial acumen.
• Excellent organizational and time management skills.
• Exceptional communication skills both verbal and written to effectively deliver insights in order to effectively interact with cross functional teams and clients.
• Active listening and questioning skills.
• A positive attitude to dealing with people and proficiency in conflict management.
• Positive attitude.
• Attention to detail.
• Energetic self-starter.
• Hands on approach to problem solving.
• Innovative thinker and collaborative team player.
• Eagerness to be part of a winning team.
• Ability to tackle fresh challenges in an ever-changing retail landscape.
• Ability to work confidently under pressure and get the job done with your team.
• Proactive in taking the initiative for identifying, communicating and resolving issues.
• Ability to prioritize and execute multiple priorities and projects simultaneously from both internal and external customers.
• Execution of realistic action plans, while taking into consideration time constraints and resource availability.

QUALIFICATIONS AND EXPERIENCE:

• College Diploma or University degree in Business Administration, Supply chain, or Logistics is preferred.
• Minimum of 3 years’ experience in e-commerce role is a strong asset.
• Strong client relations experience, preferably in a customer facing capacity.
• Previous experience with activity-based costing is an asset.

LANGUAGE SKILLS:

English is the principal language for this position, fluency in French is a definite asset. This position requires good written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment.

STATEMENT OF NON-INCLUSIVITY:

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.
Apple Express offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process, applicants are asked to make their needs/requirements known.
Job Type: Full-time

Schedule:

• Monday to Friday

Education:

• Bachelor’s Degree (preferred)

Experience:

• Client Care: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: In perso

• Manage existing and new accounts including co-ordination of on-boarding requirements
• Ensure each client set up is accurate including scopes of work, rate structures and client specific requirements are documented and approved from the point of handover from our Business Development team.
• Identify operational efficiencies and engage leaders to present thoughts and ideas to improve service and reduce cost.
• Assist and coordinate e-commerce expansion initiatives with clients and the Operations teams.
• Create and monitor key performance metrics to produce relevant insights and ensure e-commerce operational excellence.
• Identify system errors, mitigate risk and assist in developing solutions.
• Ensure scope of work is being followed by both the organization and client and act as an ambassador/advocate to resolve issues.
• Deliver data-driven insights and action plans to boost customer satisfaction using a variety of data sources including Business Intelligence tools.
• Coordination with Warehouses, Transportation and Client Care teams on any new service developments and any potential issues.
• Investigating service exceptions and finding solutions that balance the needs of the business and the customer.
• Identify cross-functional internal operational challenges and participate in solutions.
• Conducting data and process analysis to support decisions on business requirements and necessary changes.
• Prepare reports, presentations and provide effective communications on a regular basis through internal and client reviews.
• Identify service improvement opportunities including new product development, client experience enhancements and participate in the creation of industry leading features.