Sr. Client Services Specialist

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an inclusive engaged culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

Brink’s Global Services is a division of Brink’s Inc, the world’s premier provider of secure logistics and security solutions in more than 122 countries across 5 continents. Brink’s Global Services specializes in the secure transportation and handling of valuable goods throughout the logistic value chain, from raw materials and components to finished products within the mining, banknote, precious metal, jewelry, security, art and pharmaceutical industries The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Sr. Client Services Specialist – Customer Care Operations.

Job Summary:
The Sr. Client Services Specialist– Customer Care Operations is responsible for building and maintaining a professional relationship with international and domestic customers. The qualified candidate will be responsible for receiving and processing shipments from major customers, affiliates relating to domestic/international shipments and will be responsible for effectively communicating this information/coordinating delivery with Brink’s Incorporated, BGS and domestic operations. This position will also serve as an internal leader among the other quote and shipment specialists and will be looked to provide day-to-day leadership support when department management is not available/on site.

Key Responsibilities:

• Manage quoting and shipment requests from a dedicated list of clients
• Be the face-to-face contact for assigned profile clients
• Work closely with the commercial sales team to ensure that dedicated customer calculators and rates are current and to date
• Adhere to SOX compliance and procedures for quote approvals
• Onboard new and existing customers using Brink's mandated KYC tools and systems
• Utilize group emails and case management system to close customer requests tickets
• Create Customer Service Orders in ATLAS and add quotes to revenue tab when applicable
• Generate & Provide profiled clients with dedicated quarterly business reports
• Work closely with the Transportation Coordination team to follow up and address any and all customer concerns
• Work with Billing department to ensure customer invoice and billing inquiries are closed in a timely manner
• Deliver Customer Training material for profiled customers
• Respond to incoming communications from internal and external customers and where necessary resolve and escalate issues as needed including the providing of product line data and the quoting of prices for all services.
• Communicate, and coordinate all transportation arrangements for customer moves including routing, delivery, booking, and other transportation logistics.
• Respond to customer inquiries regarding status of shipments in transit; follow through on trace request as necessary; provide proof of delivery as requested.
• Handle additional administrative responsibilities, reports and/or projects that involve Customer Support at management discretion.
• Stay up-to-date on all freight price changes
• Research customer claims ensuring the highest level of customer service on every call and ensure that all service complaints are handled diplomatically, channeling pertinent information to customer service manager.
• Ensure all transportation arrangements are made with full consideration of security implications, according to the BGS Procedures and within the General security regulations (GSR).
• Work closely with Sales and other internal departments to ensure that all orders are correct, relationships are managed effectively and information is moved seamlessly among internal departments.
• Build further relationships with current customers and oversee any new projects to increase our customer service levels to our current/new customers.
• Serve as a back-up to the Supervisor of Customer Care Sales in case of vacations/call offs or increased workload and provide support in all assigned projects as necessary