Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.
Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.
Relay Core Competencies:
Focus on Strengths
Prioritize Informed Action
Communicate Clearly
Champion Disability Inclusion
Build Supportive Relationships
JOB SUMMARY
The Customer Relations Manager – SCS is responsible for cultivating and maintaining successful relationships with customers and managing the Supply Chain Solutions Orders team. This role’s focus is effective quality service delivery, standards, and communications regarding active customers’ needs and orders.
ESSENTIAL FUNCTIONS
1. Customer Relationships –
a. Grow and maintain relationships with existing customers, providing timely communication and excellent customer service.
b. Coordinate onboarding of new customers, including customer expectations, communication plans, implementation timelines, and internal handoffs to ensure a smooth transition from Sales to Operations.
c. Understand all customer contracts, pricing, and service level agreements to deliver comprehensive service to customers.
d. Identify opportunities to expand business with our current customers.
e. Collaborate with the Warehouse and Operations managers to offer additional services to customers.
f. Serve as the primary point of contact for assigned customer accounts, coordinating internal resources to ensure customer needs are met.
g. Maintain a thorough understanding of each customer’s business goals, operational requirements, and service expectations.
h. Manage customer communications related to service updates, process improvements, and operational changes.
i. Respond to customer calls and emails regarding their item, issue, or concern in a timely and professional manner.
j. Provide new customer account set up information to the master data custodian.
k. Train customers on warehouse management and scheduling tools as appropriate.
l. Monitor customer satisfaction and proactively address concerns to support customer retention.
m. Conduct periodic business reviews (QBRs or account review meetings) to strengthen relationships, review performance, and identify opportunities for continuous improvement.
n. Collaborate and work with SCS team to resolve customer concerns promptly.
o. Successfully document, coordinate, and assure completion of customer service actions or discussions.
p. Address even the most challenging customer issues with diligence and care while working towards the best possible solutions to resolve the issue and maintain Relay’s commitments, values, and customer relationships.
2. Team Collaboration –
a. Supervise, mentor, and support the order entry team.
b. Order entry to address daily volumes and ensure timely processing of orders.
c. Effectively manage time and priorities to maintain strong organizational and administrative practices.
d. Work closely with the warehouse team as the customer advocate.
e. Collaborate with Relay internal shared services partners including Accounting, IT, People Operations, etc.
f. In collaboration with the team and department management, develop and maintain
g. Consistently update and maintain customer interactions in Salesforce.
3. Processing Invoices SCS –
a. Create invoices in Nulogy and distribute customer invoices with any needed supporting documentation in a timely manner.
b. Assist the Finance team with reconciling issues between systems.
c. Provide input regarding correct cash application by the Finance team and coordinate the timing, method, and delivery or provision of any necessary customer credits.
d. Prepare monthly shipping bill backs to customers and details for month end journal entries.
4. Accounts Receivable –
a. Prepare weekly and monthly customer invoices / billings in accordance with customer contract terms.
b. Prepare A/R credit memos and A/R adjustments for approval and in accordance with company policy.
c. Conduct collections activities, including customer calls and provide customer statements for past dues 1-60 days.
d. Escalate older past due collections to Assistant Controller.
e. Perform weekly review of the A/R aging reports and conduct routine meetings with internal stakeholders to review past due balances and develop action plans to resolve.
5. Ongoing Improvement
a. Note any additional responsibilities expected to be fulfilled as needed.
b. Consistently model Relay’s values in the workplace.
MINIMUM QUALIFICATIONS
o 3 to 5 years’ of customer service experience showing progressively more responsibility and demonstrated success supervising people.
o Experience preparing customer invoices or billing.
o Ability to see the big picture and lead the SCS customer relations team.
o Experience creating, implementing, an adhering to standard operating procedures.
o Detail oriented and able to manage multiple competing priorities with professionalism.
o Strong customer-centric service skills.
o Exceptional communication skills including verbal, written, listening, and presenting.
o Experience successfully interacting and communicating with a wide variety of people, including adults with disabilities both visible and non-apparent.
o Intermediate or better experience with Microsoft Office tools, including Word, Excel, Teams, Outlook, and PowerPoint.
o Demonstrated problem solving and resolution skills.
o Demonstrated experience providing excellent customer service for internal and external customers.
o Ability to prioritize, work independently with accountability to the team and leadership for all areas of responsibility.
PREFERRED QUALIFICATIONS
o Bachelor’s degree in business, communications, or related field.
o ISO experience in administration and production environments.
o Experience working in third party logistics or warehouse environments.
o Consultative sales skills.
o Experience with Salesforce or other CRM software.
o Experience with warehousing management software.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of customer relationship management principles
Knowledge of supply chain and warehouse operations
Ability to communicate effectively at multiple levels internal and external to the agency
Ability to communicate effectively with a wide range of people
Skilled in collaboration across teams and departments
Skilled in leadership and team management
SCOPE & ACCOUNTABILITY
Performs duties independently, with some decision making.
SUPERVISORY RESPONSIBILITY
Ability to work with moderate supervision and some independent decision making.
This role supervises the SCS Customer Relations and Accounts team.
WORK ENVIRONMENT & PHYSICAL DEMANDS
o Open office and warehouse environments
o Walking or standing for about 50% of the work shift
o Flexible work schedule between 7am to 6pm on scheduled workdays
o Moderate noise level
