Customer Relationship Manager

Customer Relationship Managers build trusting relationships with clients and protect the brand by maintaining a positive image. CRM’s are responsible for many items related to overall account(s) support and work closely with the outside business development team.

**YOUR ROLE**

As a part of the business development, the CRM is responsible for managing customer relationships and needs on a day-to-day basis. The CRM will need to be process oriented, pay close attention to detail, and have analytical and strategic thinking skills. The position will help support the business development team with the day-to-day support of key accounts and also support the business development team with daily account management responsibilities.

**YOUR RESPONSIBILITIES**
- Work very closely with and support the Aviation Sales teams.
- Build and maintain strong long-term relationships with key customers.
- Serve as a liaison between Aviation Sales, Sterling Control Towers and our Clients.
- Maintain open channels of communication between Aviation Sales, Operations and Quality Assurance.
- Daily quote follow up and sharing that feedback with Sales, Operations and QA as needed.
- Strategic and analytical thinking to find solutions to problems to ensure maximum client satisfaction.
- Identify new opportunities to grow business and communicate those to Sales to determine next steps.
- Identify opportunities for upselling to meet clients needs (OBCs, Charters, etc.).
- Identify any threats or concerns that may impact our current or future business and highlight to QA team.
- Assist Commercial Manager/Sales team in the handling and completion of all tender requests.
- Coordinate any special projects as required.
- Managing customer relationships and expectation on a day to day basis.
- Manage communication related to client complaints per the internal escalation SOP and work with Sales as needed for resolution.
- Understand Sterling standard and special client tariffs as well as manage client invoice queries.
- Coordinate billing issues and credit requests between pertinent internal departments per internal SOP.
- Manage and create ad-hoc performance reports, such as KPIs and QBRs as required.
- Build custom reports, routing guides and dashboards to help address specific client requests.
- Ensure customer profiles are up to date: Customer contacts, addresses, operational notes and customer auto-notifications.
- Work closely with QA and Ops to ensure customer COPs are followed and revised as needed.
- Ensure customer compliance is being followed and communicated. (Operational Notes and Invoice Requirements)
- Coordinate the QA escalations and responses to customers.
- Request special reports (IR, time lines and corrective action ) to the QA AVIATION department and monitor the results for closure as directed by Corporate QA team.
- Contribute recommendations and actions to continually improve the procedures, policies and internal/external communication.
- Work with QA on the operational details of any new special client projects.
- Help coordinate quotes through Ops and Sales.
- Update Sales force with service failures that may put the client confidence at risk.
- Assist Customer with set up, training and support on Quick Online.
- Coordinate with Operations in case for additional monitoring is needed via the L2M.

**YOUR SKILLS AND EXPERIENCES**
- Minimum of 5 years industry related experience.
- Excellent knowledge of International and Domestic airline routings, geography and time zones.
- Demonstrate efficient capacity for risk assessment, problem analysis and problem solving.
- Understand the concept of customer care, and how to identify the root cause of problems and communicate issues with tack and diplomacy.
- Customer service or sales experience necessary.
- Ability to organize and manage multiple priorities.
- Strong interpersonal and communication skills.
- Excellent at conflict resolution.
- Ability to identify and solve problems.
- Basic understanding of contracts.
- Good written and verbal communications skills.
- Proficient in Microsoft Office suite (Excel, PowerPoint & Word).
- Strong time management skills
- Must be able to work flexible schedule to support a 24/7/365 operation.

**GOOD REASON TO JOIN**

**CONTACT**
Quick Group Human Resources

**Quick International Courier**
**_Quick Specialized Healthcare Logistics_**
**_QuickSTAT_**
**_Quick Specialty Logistics_**
**_Sterling Global Aviation Logistics_**
**_A Kuehne+Nagel Company_**

Sterling is the aerospace and aviation industry’s premier logistics company, whose focus is on getting grounded planes back in the air as quickly as possible. Specializing in AOG (Aircraft on Ground) situations, Sterling’s team of logistics specialists work to ensure critical aircraft parts - not matter how large or small - are delivered where and when they’re needed.