Regional Manager, Client Service JOB SUMMARYReporting to the Director, Client Service, this position is responsible for the overall service level management for all clients within their region. Responsible for achieving team profitability, client retention, up-selling opportunities and client loyalty through performance management, training, coaching, mentoring and motivating staff.
KEY DUTIES & RESPONSIBILITIES- Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
- Ensures delivery of exceptional client service to foster and enhance superior client relationships within the region.
- Drive the revenue, profitability, retention, and client satisfaction to ensure the region meets or exceeds its targets. Review attainment vs. target for the region and develop corrective actions where necessary.
- Analyze data and run reports for clients within the region to identify trends and patterns, track lost business, determine and resolve root cause issues and increase client satisfaction and loyalty.
- Manage and control the use of systems and technology, such as the Customer Relationship Management (CRM) tools, to drive efficiency in all client service operations. Monitor and report service level statistics and other key performance indicators.
- Develop processes and procedures to achieve regional goals and objectives.
- Conduct root-cause analysis and create scalable solutions to resolve systemic issues or service delivery deficiencies.
- Create and foster partnerships with other internal departments to resolve cross-functional communication or cooperation difficulties.
- Assist direct reports with challenging barriers and obstacles they may encounter.
- Maintain appropriate balance between client service and up-selling activities/sales focused revenue growth.
- Attend client visits with the Client Service Mangers as required.
- Complete annual performance reviews with direct reports.
- Perform other related duties as assigned by management.
- Adhere to established policies and procedures.
KNOWLEDGE & SKILLS- Excellent interpersonal skills. Ability to develop and maintain deep, consultative relationships with external and internal clients.
- Good communication skills (both written and verbal).
- Knowledge and experience with project management methodology and techniques.
- Excellent problem solving and conflict resolution skills.
- The ability to make and execute effective decisions based on factual content.
- Comfortable preparing and making presentations to small and large audiences.
- Ability to be self-motivated, creative and work in a challenging and stressful environment.
- Ability to prioritize, plan and schedule activities.
- Excellent understanding of customs brokerage process, procedures, regulations, and regulatory requirements.
- Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and Customer Relationship Management tools.
WORK EXPERIENCE - MINIMUM REQUIRED6 years of related experience
EDUCATIONRequired: Bachelors Degree or equivalent
CERTIFICATIONS DESCRIPTIONCOMPETENCIESBusiness Acumen and Straight Talk
Leading and Developing
Inclusion and Collaboration
Customer First Focus
Agility
Accountability
At Livingston, we are committed to fostering a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, and we empower our team with trusted expertise, continuous learning opportunities, and long-term support. We offer competitive compensation, comprehensive benefits, and a transparent pay philosophy aligned with market data and job-related factors.
Base salary is one component of our total rewards package which also includes incentive opportunities, benefits, and professional development. Salary ranges are established by location and reflect relevant factors such as skills, experience, and market conditions. The good-faith salary range for this position is $84,175 - $130,000 USD. Actual compensation will be determined based on these factors and may vary accordingly.
Job Type: Full Time
Location: MI Dearborn - US081
