Pival International Inc. is a global logistics and supply chain management company with a comprehensive menu of warehousing logistics solutions and transportation solutions, including time sensitivity (land and air), FTL, LTL, intermodal.

 

As part of the Supply Chain department and reporting to the Director of Customer Experience, this role is pivotal for those passionate about customer advocacy. Your primary responsibility will be to enhance customer retention and support the revenue growth of PiVAL’s products, solutions, and services. By building and maintaining trusting relationships with both customers and internal stakeholders, you will directly contribute to PiVAL’s mission, success, and growth. Your interactions will reinforce and strengthen the organization’s relationship with existing accounts, ensuring their continued partnership with PiVAL.

 

ROLE TASKS & RESPONSIBILITIES:

•  Account Management for key accounts, including ownership of Strategic Account Plans and providing customer with relevant updates on the features and benefits of our services   
• Oversee & manage customer tickets to expedite the resolution of key issues through cross functional collaboration, ensuring all customer communications are documented in PiVAL’s CRM HubSpot
• Manage service issues raised by customers, as documented via surveys or emails sent to Customer Care email
• Onboard new top customers and support onboarding of non-top customers
• Conduct ongoing business reviews to celebrate successes, track results, and escalate issues where needed
• Collaborate closely with operation & transportation teams on customer updates, technical projects and communicate proactively with operations managers & logistics coordinators on relevant information from customer
• Manage customer renewals in conjunction with Sales team while also striving to increase account revenues providing customers with information on features and benefits of PiVAL's supply chain solutions
• Responsible for daily/weekly/monthly meetings with your customers (as needed) and documenting Call Reports for internal stakeholders
• Responsible for customer KPI reporting & analysis prior to your customer KPI meetings
• Support other Customer Success team members workload, as needed
• Identify & facilitate process improvement projects to drive efficiency. 
• Other tasks as assigned 

ROLE REQUIREMENTS:

• Previous experience using CRM systems - Salesforce, Pipedrive or HubSpot - required
• Supply chain Designation is an added benefit but not required.
• Knowledgeable with the principles of ISO9001:2015 standards applicable to assigned functions and role.
• Takes accountability and supports team to contribute to the effectiveness of the quality management system.
• You hold a university degree in Commerce, Management, Marketing or in a related field
• You have 2-4 years of relevant work experience
• Customer-facing experience in B2B Supply Chain is a definite asset but not mandatory
• You are at ease interacting with customers and management at all levels
• You are passionate about Customer Success or have a desire to learn about Supply Chain
• You have superior analytical and communication skills: ability to synthesize complex concepts or analyses in simple, high impact statements
• You have excellent communication skills (written and oral) in English (French a strong asset)
• You can multi-task, prioritize work and demonstrate attention to detail
• You are available to work flexible hours to respond to customer requests
• Team spirit, commitment, professionalism, and innovation are qualities required to excel in this position

PiVAL subscribes to the principles of equal employment and promotes access to our diversified, inclusive and accessible workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.