Client Account Manager - Freight Forwarding

Mandate:  

Reporting to the Director, Client Account Manager plays a key role in supporting the ongoing development and retention of both existing and prospective Delmar customers. This position is responsible for maintaining strong and effective communication with clients, both written and verbal, to ensure a high level of customer satisfaction. Key responsibilities include identifying client needs problem solving, responding to inquiries in a timely manner, and proactively offering solutions, insights, and recommendations to address customer challenges. The Client Account Manager is also responsible for upselling and cross-selling Delmar’s services, maintaining and retaining a dedicated book of business.  

Key Responsibilities of an Account manager: 

Customer Relationship Management

• Act as the main point of contact for assigned accounts. 

• Build and maintain strong relationships with key stakeholders. 

• Understand customer business objectives, challenges, and supply chain requirements. 

• Conduct regular business reviews and performance meetings. 

• Monitor customer demand patterns and forecasts. 

• Manage exceptions, and urgent customer requests. 

• Collaborate with origin offices, procurement, and customer service teams. 

• Align internal operations with customer expectations. 

• Facilitate smooth execution of supply chain processes from order to delivery. 

Resolution and Escalation Management 

• Proactively identify supply chain risks. 

• Resolve delivery delays, inventory shortages, transportation issues, and service disruptions. 

• Lead cross-functional teams to address customer concerns. 

• Communicate recovery plans and timelines. 

Revenue Growth and Business Development 

• Identify opportunities to grow existing accounts. 

• Support contract renewals and negotiations. 

• Promote new products, services, and supply chain solutions. 

• Develop account growth strategies. 

Forecasting and Planning 

• Review customer forecasts and demand trends. 

• Support Sales & Operations Planning (SOP) processes. 

• Work with customers to improve forecast accuracy and inventory optimization. 

Contract and Compliance Management 

• Manage service-level agreements (SLAs). 

• Ensure contractual obligations are met. 

• Monitor compliance with customer requirements and industry regulations. 

Requirements:

• Minimum 2 years of sales or operations experience in the 3PL Freight Forwarding environment 
• Experience in Ocean, Air, Ground, Brokerage or Warehousing considered an asset 
• Bachelor's degree considered an asset 
• Knowledge of current air and ocean service offerings for transatlantic shipments to the United States and Canada will be considered an asset. 
• Travel may be required 
• Fluency in spoken Italian is required to support Italian-speaking clients and business partners.

What You Offer:

• Proficiency in establishing rapport and developing solid relationships with potential leads and key customer contacts 
• Ability to probe the right questions, listen carefully and understand customer’s needs 
• Proven problem-solving skills 
• Excellent communication skills 

What We Offer:

• Equal opportunity employer
• Competitive compensation
• Comprehensive health and dental care
• Balance between work and home life
• Opportunities for professional development and career growth