Director, Customer Solutions

Salary depends on experience
Posted on 10/16/17
Jersey City, NJ
5 - 7 years experience
Transportation Services
Salary depends on experience
Posted on 10/16/17

The Director of Area Customer Solutions is responsible for leading the Area Customer Solutions Team, developing the commercial strategy and aligning with the leadership teams/stakeholders within the Areas and across the NAM Region. Duties range from customer engagement, team member development and support, in particular with regards to consulting and implementation methodologies and sales training.

Your tasks and responsibilities

Strategic and Commercial Development of Customer Solutions (40%)
• Provide RFI / RFQ input for relevant sales channels
• Ensure the team’s involvement in all stages of the sales cycle for relevant customers to
improve Win Ratio:
o Create solutions design applying the consulting methodology (Conduct white board
sessions, estimate customer’s savings potential and deliver results presentation)
o Implement and integrate the proposed solution designs following the Customer
Solutions implementation methodology
o Support strategic customer development / best practice discussions
o Provide support during high risk customer scenarios to resolve or mitigate issues

Management and leadership of the Area Customer Solutions Team (40%)
• Develop, align and communicate the annual strategy and direction for the Area Customer
Solutions Team. Represent the Area Customer Solutions Team in front of all relevant
• Prepare, conduct and follow up Semi Annual Business Reviews with all areas:
o Activity and Status reporting, Project reviews and project performance discussions
o Identify general business improvement opportunities based on the Customer
Solutions service offering to support growth and retention targets
• Provide regular coaching & mentoring to the Area Customer Solutions team members
• Partner with Marketing on how to effectively promote customer facing applications and
solutions in order to improve overall Customer Retention a.
• Partner with regional and global sales training to further develop, apply and conduct
consultative selling, solution design and implementation methodologies
• Transition system related and administrative tasks to the global Customer Solutions Shared
service center

Training Deployment (20%)
o Represent NAM region in Global Customer Solutions Training calls
o Deployment of new Customer solutions training initiatives and updates to existing
programs to the Customer Solutions staff within US, Canada and Mexico
o Further develop sales content and process trainings for Customer Solutions in
orchestration with other regions and the corporate team

Your skills and experience

Education and Experience
• Bachelor's degree required. Field of IT, Logistics, or related field preferred;
• 5+ years of customer facing sales experience within a consultative role and/or in the area of
technical solutions

Specialist Knowledge & Skills:
• Strong knowledge of international supply chain processes (Airfreight, Seafreight, CHB) from PO
inception to final mile delivery;
• Understanding of EDI implementation processes and protocol. Training in GCIM or other Project
Management Methodology certification preferred
• Conduct process and technical whiteboard sessions with project stakeholders;
• Fundamental knowledge of process documentation and analysis;
• Ability to analyze processes to identify areas of opportunity and present a quantifiable business
case to the project stakeholders.

Computer / Application Skills
• Very strong technical skills
• Proficiency in Microsoft Office (Word, Excel PowerPoint) and MS Visio;
• Expert Knowledge of KN Login, & GT Nexus, as well as CIEL and SALOG preferred;
• Fundamental knowledge of Business Objects Webi 4.1 desired.
Other Skills/Experience
• Strong written and verbal skills, including ability to communicate effectively with senior
• Strong analytical skills;
• Must have very good interpersonal skills and the ability to interact with customers and employees
at all levels;
• Organizational skills, problem solving, and the ability to prioritize in demanding environments with
tight deadlines;
• Self-starter, self-motivated;
• Ability to work in a matrix team environment.

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