Director, Client Services

Company: Graebel Relocation Services Worldwide
Location: Alpharetta
Posted on: August 5, 2022

Job Description:

Join the Graebel team to build or expand your new career. We provide talent mobility and relocation solutions to Global 1000 firms and their employees. We pride ourselves on delivering exceptional customer service, and believe that happy and fulfilled employees make it happen. They innovate, take ownership of their work, and as a result, take great care of our internal and external clients. We value truth, love and integrity where you help foster an environment of respect, honor, and caring for those that interact with us. If you are ready to make a career move, please get in touch with us. We are looking for exceptional people who want to make a difference in the world.

We are looking for a Director, Client Services to manage client relationships as the account manager, for a portfolio intra-regional accounts of less scope of services than a typical global account. In addition, management of the service delivery team for these accounts.

Required Skills

PRINCIPAL/ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Act as the primary relationship manager for assigned portfolio of clients. This includes but is not limited to: developing, updating, and executing an action plan when needed; enhancing Graebel's standing with the client; increasing business from the account; establishing contact frequency and method of contact. Monitor and evaluate the state of the relationship using tools developed for the purpose. Execute strategy to avoid client RFP and/or develop a winning RFP strategy and execution plan when RFP cannot be avoided.


* Hiring, training, mentoring and performance management of service delivery team in a cost-effective manner. Conducts team meetings, performance reviews, caseload management, training, and ensure overall development and performance improvement of all team members.


* Data integrity and accuracy of all client reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client.


* Problem resolution and service recovery. Customer escalations, day-to-day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.


* Monitors account profitability. Makes recommendations and develops creative solutions while evaluating pricing in relationship to profitability to achieve goals.


* Performs other related essential duties as assigned or requested



Skills and Abilities:

* Ability to read, analyze and interpret complex documents, professional journals and governmental regulations.
* Ability to write complex reports, detailed business correspondence, policies and procedures.
* Ability to give effective presentations to management and large groups.
* Ability to calculate figures and amounts such as discounts interest, commissions, proportions, percentages, area, circumference and volume.
* Ability to apply concepts of basic algebra and geometry..
* Ability to travel regularly up to 75%

Required Experience

Educations: Bachelor's Degree in International Business or Business Administration required.

Seven (7) years of international forwarding experience with a client focus acceptable in lieu of formal education.

Knowledge/Experience: Five (5) years of international forwarding, transportation, relocation or international business required. Background in client relations, customer services and new business generation.

Licenses/Certifications/Specialized Training: Global Mobility Specialist or CRP strongly preferred.

Benefits Summary - Comprehensive benefits package that includes: 401(k), health insurance (medical, dental, vision), Employee assistance program, paid time off based on years of service, paid holidays per year, life insurance and disability coverage.

Our company's mission includes a commitment to a duty of care to our employees and their families, our clients, and our business partners. Duty of Care means we safeguard others from harm. As a result, Graebel Companies, Inc will be strongly encouraging all employees in the United States to be vaccinated for COVID-19. Successful candidates for employment will be asked to provide the company with information regarding their vaccination status after receiving a conditional offer of employment.

Graebel Companies, Inc. is an EEO/AA Employer M/F/Disabled/Vet

Keywords: Graebel Relocation Services Worldwide, Alpharetta , Director, Client Services, Executive , Alpharetta, Georgia