Client Relations Supervisor

2 weeks ago


Shaker Heights, Ohio, United States Talent Pal Full time

Position Overview: The Client Relations Supervisor (CRS) is tasked with overseeing the overall relationship and support aspects for a designated group of client accounts.

The CRS serves as the primary escalation point for all client grievances, acting as the advocate for clients within Talent Pal.

Key Responsibilities:

  • Monitor and assess spare and repair management through backlog alignment, collaborating closely with purchasing departments to ensure order books are frequently reconciled.
  • Manage client satisfaction through internal and external performance metrics and scorecards.
  • Conduct onsite client visits across various regions as necessary.
  • Report directly to the Client Support Director or Senior Client Support Manager.

Additional Responsibilities:

  • Achieve client satisfaction as measured through relevant scorecards.
  • Build and nurture long-term relationships with clients.
  • Act as the main point of contact for all matters related to assigned clients.
  • Take ownership of client issues, ensuring thorough follow-through to resolution.
  • Maintain accurate records and document support actions within the CRM system.

Perform onsite meetings as required, including Program Review Meetings (PRM), Technical Review Meetings (TRM), and Executive Review Meetings (ERM). Generate post-visit reports and manage actions to completion.

Performance Metrics:

  • Generate Key Performance Indicators (KPIs).
  • Analyze data to identify trends and areas for improvement.

Serve as the focal point for performance claims: coordinate with relevant teams to validate claim data, negotiate settlements, and track claims.

Review and distribute client backlog reports, taking proactive measures to prevent delays.

Support the finance department in recovering overdue accounts, assisting with the right points of contact and addressing systemic issues for corrective actions.

Maintain awareness of clients' internal challenges that may impact the business.

Provide feedback to the sales team regarding new opportunities and inform program teams about at-risk components.

Qualifications:

  • Proficient in MS Project and competent in MS Office applications.
  • Exceptional verbal and written communication skills.
  • Ability to establish and maintain effective relationships.
  • Strong leadership and organizational skills.
  • Analytical skills with the ability to summarize information effectively.
  • Financial acumen.

Work Specifics: Up to 50% travel may be required.



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