This position represents the primary point of contact with existing clients; Typically supports 1 – 5 clients; Acts as client advocate, facilitates problem solving through various organizational resources and functions; Liaises with operations group to problem solve, and provide short- and mid-term process improvements in business execution; Acts to expand volume and revenue base and pursue organic business growth opportunities with existing customer. Provides tactical expertise to support overall client and company business strategy.
Acts as primary point of contact with existing clients
Defines, clarifies and communicates client specifications, needs and changes
Acts as client advocate, facilitates problem solving through various organizational resources and functions
Manages potential conflict areas between operations execution and client requirements through problem identification and resolution
Liaises with and funnels information to Minacs functional departments on client progress
Liaises with operations group to problem solve, and provide short- and mid-term process improvements in business execution
Insures billing packages are correct (input correct, data captured and assimilated)
Explores and implements cost reduction strategies through operational and technical solutions
Maximizes revenue opportunities within daily operation and program
Analyzes and assesses business growth drivers and profit leverage points
May assist with initial information gathering for new and existing business proposals
Monitors and safeguards reporting accuracy and detail (operations performance, data integrity, quality)
Serves as product knowledge expert for client and business generalist for company
· Researches competitor information for feedback to Client / Minacs
Post secondary education supplemented with course participation in customer service management.
Experience / Skill:
3 years (minimum) related experience in customer service or account management in a substantial capacity; Minimum 1 year experience working in the automotive industry; Strong understanding of service marketing; Intermediate Microsoft Office (Excel, Word, PowerPoint).
Impact and Influence - The ability to persuade, convince, negotiate with, influence, and/or sell others, in order to them to support ideas/objectives or purchase items. The desire to have a specific impact, gain acceptance of an idea, plan or activity or sell a service or product.
Team Leadership - Able to influence the actions and opinions of others in a desired direction; to exhibit judgment in leading others to worthwhile objectives
Communication – Spoken and Written - Able to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances; listen well; able to write clearly and effectively present ideas and to document activities; to read and interpret written information.
Professionalism - The professional manner in which an employee conducts themselves in a corporate environment. Maintains confidentiality with respect to customer information, company strategies, and employee relations. Demonstrates loyalty and support for company service offerings, products, policies, philosophies, and management.
Flexibility - Able to recognize validity of conflicting viewpoints; Stays objective in the face of (potentially) high subjective decision-making to protect interests of organization and candidates
Organization and Planning - Able to organize or schedule people or tasks; to develop realistic action plans while being sensitive to time constraints and resource availability. Multi-Tasking: able to effectively focus on more than one task at hand concurrently
Decision Making and Problem Solving Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics able to provide solid justification for decisions rendered; viewing situations in new and creative ways.