Client Relationship Manager

About the role

The Client Relationship Manager serves as the dedicated central point of contact for service management and problem resolution, ensuring a consistently high level of service for customers. You will work closely with internal teams and external clients to streamline shipment processes, address issues promptly, and support business growth.

Key responsibilities

• Develop and maintain excellent working relationships with customers, influencing service performance and encouraging new business.
• Advise customers on required documentation and process shipment requests using Marken’s internal database.
• Handle telephone and email inquiries from external customers and internal offices/agents.
• Coordinate cross‑functional activities to align with customer requirements and Marken Network Guidelines.
• Manage special service requests, monitor shipment progress, and resolve complaints efficiently.
• Escalate critical issues to Branch Manager or Regional Director as needed.
• Collaborate with all departments to develop solutions for new business requirements.
• Participate in client meetings to discuss account status and service issues.
• Maintain commercial awareness to increase profitability.
• Track and trace inbound and outbound shipments daily to ensure timely delivery.

Required profile

• Strong communication skills with the ability to influence and negotiate.
• Commercially aware with a focus on profitability.
• Ability to work cross‑functionally and build internal relationships.
• Knowledge of logistics, shipping documentation, and regulatory processes.
• Proactive problem‑solving attitude and ability to manage complaints and CAPAs.

Required skills