Client Account Manager

Position Title: Client Account Manager (CAM) - Customer Service
Division: DDC Freight Process Outsourcing LLC
Position Reports To: Manager, Contact Center Operations & SVP, Client Experience
Positions Reporting to this Position: n/a
FLSA Status: Regular Full-Time, Exempt

Who we are:

DDC FPO is a global business process outsourcing (BPO) and technology partner for the transportation industry. We provide professional services to different verticals and stakeholders within the supply chain; including but not limited to: Less-than-Truckload (LTL), Truckload (TL), Private Fleets, Tank Carriers, Air Cargo, Maritime, Third Party Logistics (3PL), Freight Forwarding, Brokers, Freight Technology, and Freight Payment and Audit (FP&A) providers.

As a company that has been dedicated to the freight industry since 2005, we deliver a combination of technological and human resources to perform back and front office functions. Our service offerings are geared around cost savings, improved efficiency, streamlined processes, and enabling our clients to focus on their core competencies and achieve their goals.

DDC FPO, as part of The DDC Group (a worldwide network of BPO companies founded in 1989), we operate with a growth mindset. We are committed to driving the advancement of the industries that we serve in a way that creates a ripple effect, empowering each one’s respective communities. Our innovative people, processes, and technologies enable us to promote positive, tangible change in the world of business processes while simultaneously delivering superior quality service to our clients who include many of today’s top-ranked global transportation and logistics providers.

For more information about our Company please go to www.ddcfpo.com.

Who we are looking for:

Being a Client Account Manager (CAM) at DDC FPO is a critical role which helps us consistently deliver best-in-class service to our client partners. This role has customer service experience working within or operating a contact center, a driving desire to always take great care of your customers, act with integrity and a member of a team that operates like family.

Your primary duties will include:

• This is a client-facing role that aims to create long-term, trusting relationships with DDC’s client base. In addition, the CAM’s role is to oversee a portfolio of assigned clients, develop new business from existing clients, and actively explore process excellence initiatives to realize better results for our organization and our clients. This role is specifically geared toward leading call center projects, with experience in customer service.
• This role empowers the individual to proactively understand the wants, needs, and motives of DDC’s clients and to build and maintain relationships with the customer and the company to increase the potential opportunities, revenue, and profit.
• A key driver is to understand the length, width, and depth of the relationship with the customer and the company and to proactively manage all interactions with the customer.
• The individual fulfilling the role will need to work effectively to ensure that all issues are dealt with in a timely manner and ensure that all service to the customer is always of the highest standard and quality.
• This role will serve as an important link between the client, the on-shore and off-shore operational teams, our Process Excellence Group and the Sales team.

Essential responsibilities of the position will be to:

⮚ Customer Satisfaction

• Develop and maintain strong relationships with clients through regular close contact management which will include face to face meetings, telephone and email communication;
• Manage the business processes between DDC and the client to establish a professional and trusted basis for the relationship;
• Oversee and be responsible for a portfolio of high-priority accounts in the US and potentially around the globe that are within the FPO footprint;
• Ensure the timely and successful delivery of DDC solutions according to client needs and objectives;
• Track key SOW and SLA metrics while managing the SLA and as the client requirements change, negotiate alterations in a way that satisfies both the client and DDC;
• Clearly communicate the progress of client projects;
• Manage client requests and issues and escalate to VP as needed;
• Manage contract renewals and pricing reviews, in conjunction with VPs;
• Maintain customer information and records;
• Travel as necessary for client meetings and DDC events;

⮚ Business Development

• Conduct strategic account reviews regularly to review service needs, usage trends, and identify potential business opportunities;
• Understand all DDC solutions with the ability to speak to each solution and present on each solution when necessary;
• Identify new business opportunities and areas of improvement among existing clients;
• Collaborate with sales team to identify client opportunities;
• Develop and maintain industry knowledge, while leading and influencing the client’s thinking in terms of industry trends and DDC’s innovation to drive forward standards around client service, management and delivery;
• Be responsible for developing and sharing internally the market and competitive information learned, to be able to influence the development of DDC’s future services and solutions;

⮚ Innovation & Process Improvement

• Utilize Microsoft SharePoint, Hubspot, Microsoft Teams and various other tools for sharing information, documentation and fostering improved communication between departments and internal employees;
• Collaborate with the (PEG) group to develop and execute initiatives that drive production, improved quality scores, increase efficiencies and reduce costs – thus delivering value to both our client partners and our internal teams;
• Any other duties that may be required by DDC that are in-line with a Client Account Manager position.

The ideal candidate for this position has (or is):

• Proven work experience as a Client Manager, Account Manager, Operations Director or relevant role (5+ years);
• Bilingual – English/Spanish (required);
• Experience in call center management and customer service programs;
• Experience in BPO environment;
• Experience in Logistics; retail, healthcare and/or utilities;
• Solid experience with MS Office 365;
• Solid experience from demonstrated results of quality/process improvement programs and practices;
• Success in delivering client-focused solutions to meet client needs;
• Proven ability to manage multiple client management projects at a time, while maintaining acute attention to detail;
• Ability to interact with C-Suite personnel regarding contracts, pricing, SLAs, Operational challenges, etc.;
• Strong numeric, IT, and reporting skills;
• Proven strength in relationship building;
• Excellent listening and presentation skills;
• Ability to identify new business opportunities from client portfolio;
• Strong analytical and project management skills;
• Strong verbal and written skills and attention to detail;
• People management experience, preferred;
• Trained in Six Sigma, Kaizen, or Shingo model – preferred but not required.
• BA/BS in Business Administration, Sales, or relevant field a plus.

Perks and benefits of joining the DDC team include, but are not limited to:

• A spot on one of today’s fastest-growing, privately-owned teams in the global outsourcing industry
• Access to tools and resources for education, personal growth, and professional development
• A competitive salary
• Benefits including healthcare, dental, vision, and life insurance
• Unique travel opportunities
• Support for your future with company contributions to a DDC retirement program
• The tools to succeed such as technology resources and partial mobile service reimbursement
• Work-life balance in a family-friendly culture
• A chance to give back to the community as part of our corporate social responsibility initiatives
• Paid time off