Customer Relationship Advisor - Value Added Services

Customer Relationship Advisor - Value Added Services

Full time, permanent

We are looking for an experienced and customer-focused Customer Relationship Advisor - VAS to join our team. In this role, you will be responsible for building and maintaining strong client relationships, ensuring customers receive exceptional service and value from our Freight Management solutions. Acting as a trusted advisor, you will support customer success, drive satisfaction and retention, identify opportunities for growth and improvement, and champion customer needs within the business. If you are a proactive, empathetic and results-driven professional who is passionate about delivering outstanding customer experiences, we'd love to hear from you.

How you will help us and what you can expect

VAS Facilitation

• Ensure all Customs declarations are prepared with a high degree of accuracy, completeness, and compliance, in line with company procedures and regulatory requirements.
• Coordinate VAS and Freight Management activities for assigned customers, ensuring efficient and strong service performance

Client Relationship Management

• Develop and maintain strong, trust-based relationships with clients to ensure their satisfaction and loyalty.
• Serve as the primary point of contact for assigned clients, addressing their inquiries, concerns, and feedback promptly and effectively.
• Conduct regular check-ins and meetings with clients to understand their evolving needs and goals.

Customer Success Strategy

• Proactively identify opportunities to enhance customers' experiences and outcomes with our solutions.
• Support personalised success plans tailored to each client's unique objectives, ensuring measurable results.
• Monitor customer success metrics, such as adoption rates, satisfaction levels, and retention rates, to support strategic decisions.

Product Expertise and Advocacy

• Develop a deep understanding of our products, services, and industry to provide expert guidance to clients.
• Offer training and support to clients to maximise their adoption and use of our solutions.
• Act as an advocate for customer needs within the organisation, driving enhancements and alignment with market demands.

Collaboration and Cross-Functional Coordination

• Work closely with sales, customer services, and VAS teams to ensure seamless onboarding, implementation, and ongoing support for clients.
• Provide feedback and insights from client interactions to help improve processes, products, and services.

Upselling and Renewal Management

• Identify opportunities for clients to expand their use of our VAS products and/or services and recommend relevant solutions.

Skills and experience you'll bring to us

• Proven track record in customer success, account management, or related roles, ideally within the shipping industry.
• Ability to communicate effectively across diverse audiences, both verbally and in writing.
• Adept at data analysis, interpreting metrics, and leveraging insights to drive success strategies.
• Strong ability to anticipate issues, identify solutions, and implement changes effectively.
• Good excel, word, and power point skills, and familiarity with CRM Dynamix would be preferred.
• Empathy, patience, and adaptability to deal with varied client personalities and situations.
• Effective prioritisation and organisation skills to manage multiple clients and tasks simultaneously.

What we offer

• Competitive salary
• Private Health Care for everyone from day 1 (non contractual)
• Generous pension scheme
• Life Assurance - 4x salary
• 22 days + a day to take on Christmas Eve or New Year's Eve
• Free parking (within walking distance from the office)
• On-site artisan restaurant
• Discounted gym membership
• Cycle to work scheme
• Flu vaccines and eye care vouchers
• Buy or sell holiday scheme
• Christmas club saving
• MSC Cruises friends and family discount
• Full induction day and training provided
• Learning and development opportunities
• Dress for the day policy/modern office environment