Client Services Manager

in Coppell, TX

New Job

Client Services Manager Job

Job Description Job Attributes+

  • Job ID

    1018481

  • Req #

    R12326

  • Job Location

    Coppell, TX, US

  • Job Category

    Field Operations

  • Job Type

    Full Time

The Brink’s name is a promise to respect the trust we’ve earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

Job Title

Client Services Manager

Job Description

The Client Services Manager is responsible for account management, customer relations, and customer service and support aspects of the assigned accounts in a market segment. The incumbent functions as primary escalation point for customer service issues and acts as the liaison between internal resources and external clients.

Key Responsibilities:
• Build and maintain strong working relationships with various levels of assigned account(s)
• Assume ownership for pre and post-sales support issues initiated by customer and internal personnel
• Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives
• Understand customer processes and needs and is able to respond to a wide variety of special customer requests and inquiries
• Make independent decisions and commitments to customer on support issues on a real time basis
• Work with customer, sales, support and other resources to provide deliverable to enhance customer relationships and meet customer expectations
• Contribute to achieving specific account objectives consistent with company strategy
• Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction
• Liaise among vendors, external and internal clients
• Support planning strategies and initiatives to enhance delivery of customer service
• Prepare, analyze, and manage customer relationships through performance reporting and metrics
• Participate on Customer Scorecard calls
• Review and verify penalty calculations due to SLA monthly
• Review issues logs as needed to ensure customers SLA are met
• Coordinate communication between customer and appropriate field service management
• Create weekly reports identifying current, repetitive, and potential issues for management
• Assist with Claims escalations for assigned accounts
• Communicate up to date customer location master for assigned accounts
• Perform other duties as assigned or necessary
Position Qualifications: Minimum Qualifications:
• Minimum of 4 years’ experience in a Customer Service environment
• Minimum of 2 years’ experience in the retail/banking industry

Preferred Qualifications:
• Experience supporting customer relationships in a financial, banking, or package logistics setting 
• Ability to manage and prioritize multiple competing projects 
• CRM knowledge such as Salesforce 
• Skilled in managing to metrics 
• Capable of creative solution-generation 
• Knowledge of Lean Concepts and Methodologies
• Undergraduate degree in a related field or equivalent combination of experience and training

Professional Skills:
• Advanced influencing skills with the ability to view issues through a company and customer lens
• Exceptional written and verbal communication abilities
• Excellent interpersonal and presentation skills
• Advanced change management skills
• Advanced analytical, financial modeling and critical reasoning skills

Additional Information

Who We Are

From a military uniform to a Brink’s uniform, the promise to work with confidence and pride remains the same.

Our core values of trust, responsibility and integrity are in line with the values of men and women who have served in the military, and we offer a wide range of opportunities to use your skills and grow your career.

Join a team with a rich history and a promising future. 

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