Customer Relationship Manager - Trade

Company Description

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.

Job Description

The purpose of this role is to manage and support key accounts for Shift Trade, ensuring that customer needs are met and addressing any issues related to the product or process. The goal is to drive customer satisfaction, encourage product utilization, and act as a liaison between customers and the business to communicate feedback.

Experience required:

• Experience in sales and providing solutions based on customer needs
• 2+ years’ experience in high volume transaction processing environment, for example in Loan Settlements, Reconciliations, Transaction or Claims Processing or Quality Assurance
• Experience in Microsoft Suite and Salesforce an advantage
• Experience in financial services an advantage
• Graduate in a related discipline
• Experience in assisting a team with day-to-day activities and providing support where needed.

Skills required: 

• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Customer Service skills
• Communication skills
• Time Management and Planning
• Change management
• Workflow management 
• Critical thinker and problem-solving skills
• Outstanding attention to detail.

Qualifications

• A relevant business degree is preferred but not mandatory. 

Additional Information

Manage and support a portfolio of approx. 150 target Shift Trade buyer accounts. 

Key responsibilities include:

Customer Relationship Management:

• Build and maintain strong relationships with key customers, ensuring their needs are understood and addressed.
• This includes establishing rapport through a regular contact cycle and being the main point of contact for each account and developing an understanding of the account's business/industry and document feedback (eg challenges, operating cycles, supplier relationships, typical invoice terms)

Driving Utilization:

• Encourage and support customers to make full use of the Shift Trade product or service, helping them maximize value. 
• This also includes looking for cross selling opportunities across Shift products.

Customer Support:

• Address any inquiries or issues that arise from customers, providing timely and effective solutions.

Feedback Communication:

• Gather customer feedback on product, system and process issues, and relay this feedback to the business/product team for improvements or adjustments including functionality. 
• This may include setting meetings with product team to meet with customer.

Problem Solving:

• Proactively identify and resolve any challenges faced by customers, working closely with other departments to ensure smooth service delivery

For owned accounts:

• Managing change requests on customer accounts (particularly Credit Limit Increases, Changes to Payment Days, requests for data)
• Manual payments from customers
• Refunds - merchant
• Fee waiver
• Rescheduling contracts