Premier LogiTech ("Premier") is looking for a Client Services Manager to join our team! 

 

Company Information:

Premier is a fast growing certified partnered with several industry leaders in IT, including Dell EMC, HP and others. Premier was recently recognized as an SMU Cox Dallas 100 Award winner as one of the 100 fastest growing company in the Dallas-Ft. Worth area. 

Premier’s growth and expansion of services has created the need for several new positions, including the position of  Client Services Manager located in DFW Texas.

Position Summary:

The Client Services Manager is the customer advocate within Premier Logitech and serves as the primary point-of-contact for Clients.  The primary purpose for this role is to understand Client needs/objectives, develop strategies, and work in unison with our internal teams to resolve Client issues in order to provide the results expected by the Client..

 

Essential Duties and Responsibilities:

All duties and responsibilities represent the essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new duties may be assigned at any time with or without notice.

 

  • Works directly with their assigned group of Clients to ensure that Premier LogiTech is meeting the Client’s objectives and expectation.

  • Responsible for the successful ongoing delivery of service to Clients within assigned accounts. This responsibility includes fielding calls received from Clients, logging the details of those calls into a ticketing software application, routing issues to the appropriate internal Resource, ensuring resolution of the issue, and responding to the Client to ensure that the Client is aware of the resolution and that the resolution meets the Client’s expectation. When the Client is satisfied, report back to the appropriate internal teams.

  • Proactively maintain relationship with assigned Clients by conducting routine ‘health check’ calls to solicit not only unreported Client concerns/issues but also to probe for underlying service and quality improvement opportunities.

  • Proactively analyze Issues Log to identify trends in Client reported issues and report these issues to Operations/Quality Management.  Based on knowledge of Client, provide Operations/Quality Management with improvement concepts.

  • Ensures that the Clients are gaining the full benefit of Premier Logitech’s service offerings as well as identifying new opportunities and meeting the needs of the customer.

  • Regularly provides Client with proactive information and transparent reporting indicative of the status of Premier LogiTech’s service and quality provided to the Client.

  • Responsible for total account management function, serves as the central point of contact for assigned Clients.

  • Interfaces with appropriate internal teams to successfully resolve Client’s issues and escalates any internal support problems to the Vice President Operations for action.  Once plan is developed, executes plan through teamwork with internal departments.

  • Contributes toward and potentially participates in routine service and quality performance reviews with assigned Clients (eg, QBR, YBR, etc.).

  • Ensures that the customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.

 

Knowledge, Skills and Abilities:

  • Excellent communication skills with the ability to effectively interface with Clients including executive level Client Representatives as well as all management levels and internal departments on a formal, informal, written, and verbal basis

  • Must have a basic understanding of the repair/refurbishment services, products of assigned Clients, and the logistics services in general.

  • Computer proficiency in Outlook, Excel, MS Word, PowerPoint (intermediate)

  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure

  • Demonstrated ability to provide exceptional customer service

  • Detail oriented with a bias toward action (project management experience preferred)

  • Demonstrated ability in ensure achievement of client objectives through understanding of client objectives and influencing and directing internal product and operations teams

  • Excellent analytical, problems solving and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions

  • Must persist in issue resolution until such time as Client is satisfied and expresses satisfaction

  • Strong overall business and people skills, including planning, presentation skills and business acumen

  • Self-motivated, goal oriented, and able to work in a team environment

 

Education, Training & Experience:

  • High School Diploma/GED required; Bachelor’s degree preferred (e.g., business, marketing)

  • 3 years’ minimum relevant experience in either account management & customer services required

  • Experience with CRM applications is required

 

Supervisory Responsibility:

This is a newly created department.  This position will not be responsible for any direct reports at this time.  

 

Work Environment:

  • Work is generally performed in a professional office environment subject to stressful situations

  • This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets, and fax machines.

 

Physical Requirements, with or without accommodation:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, stand, walk; use hands to finger, handle or feel; and reach with hands and arms. Extended use of computer systems is required on a daily basis.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Other Duties:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

For consideration, please submit your resume to hr@premierss.com.

OVER 100 YEARS EXPERIENCE
OUR SERVICES

Premier LogiTech ("Premier") is an award-winning Dallas-based provider of integrated technology solutions.

 

Premier was recently recognized as an SMU Cox Dallas 100 Award winner in 2020, as one of the top 100 fastest growing companies in the Dallas-Ft.Worth area.

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