Orca Intelligence

Orca has been providing freight audit and analytics services to its' growing client base since 2016. We have experienced tremendous growth since inception and are proud to offer our solution to some of North America's largest organizations. Orca processes Billions of dollars in freight invoices each year for clients and provides invaluable reporting and analysis to help our clients operate more efficiently. Orca was awarded London's prestigious 'Medium Business of the Year' award for 2024 by the London Chamber of Commerce for tremendous growth and community involvement.

Job Summary

The primary responsibility of the Account Manager (AM) is to manage the client relationship ensuring their requirements are not only met but exceeded and maximize the value that Orca Intelligence provides. The AM will achieve this by assisting with client onboardings, creating/maintaining client SOPs and building/maintaining strong working relationships both internally and externally. This role supports the organization's ongoing client retention efforts by making sure our clients are well looked after and receive value that exceeds what is promised. Responsible for understanding the client's specific needs and implementing solutions to optimize their freight spend and manage associated risks. This includes providing ongoing support, addressing queries, and actively seeking ways to improve the client's freight audit and payment processes. Ideal criteria for the AM role are a highly organized problem solver, who enjoys building relationships and has excellent customer service, analytics and communication skills.

Responsibilities

The successful candidate will:

Build and maintain strong relationships with clients, understanding their needs and challenges related to freight auditing and billing.

Identify and pursue new business opportunities, effectively communicating the value of services to current clients.

Ensure that clients receive high-quality, timely, and accurate freight audit services, addressing any concerns or issues that may arise.

Maintain clear and consistent communication with clients, providing regular updates on their audits and any identified discrepancies.

Analyze freight data to identify trends, risks, and cost-saving opportunities for clients, helping them optimize their freight spend.

Contribute to the development and improvement of freight audit processes and workflows, ensuring efficiency and accuracy.

Prepare and review reporting to demonstrate the value of the freight audit services.

Work closely with clients to understand their specific freight audit requirements, ensuring Orca's services align with their goals

Meet regularly with assigned clients to understand and report on the health of the account

Guide new clients through the setup process, ensuring they are fully equipped to utilize the freight audit services provided by Orca

Main point of contact for clients, addressing their questions and concerns promptly and efficiently

Track key performance indicators (KPIs) related to the client's freight audit results, such as cost savings and audit efficiency

Actively seek feedback from clients and work to address any issues or concerns to ensure a positive client experience

Assist the audit team with management of invoice audit

Collaborate with coworkers and external partners to deliver ongoing exceptional service to clients

Assist with updates to process and training information as required

Complete your duties following the timelines and protocols outlined

A ny other duties as assigned

Qualifications

The ideal candidate will possess the following skills:

Advanced skills in Microsoft Applications

Knowledge of project management methodology is an asset

Must have at least 3+ years' experience of client management experience

Valued Traits

The ideal candidate will possess the following traits:

The ability to build rapport with clients and effectively communicate complex information.

Understanding of freight terms, rates, and billing practices.

The ability to analyze data and identify trends and discrepancies.

The ability to address client issues and find solutions.

Ensuring accuracy and completeness in all aspects of the freight audit process.

Experience with freight audit software and other relevant software.

Previous experience in freight auditing, logistics, or sales is often preferred.

Demonstrated effectiveness in client management and customer relationship skills

Adept facilitation/ presentation skills

Time management

Flexibility and willingness to adapt to changing and fast-paced environments

Ability to organize priorities according to client and company timelines

Highly motivated and able to follow instructions with minimal supervision

Strong documentation skills

Team oriented

Compensation

Orca provides a competitive compensation package:

• Competitive base salary
• RRSP contribution matching
• Annual profit based bonus
• Fantastic benefits package
• Healthcare Spending Account
• Lifestyle Spending Account
• Complimentary cell phone plan