Client Services Support Manager

Description

Client Services Support Manager is responsible for partnering, training, and educating our operational Client Services teams.

They assist all levels of the organization to provide an outstanding client experience. Client Services Support will establish and maintain relationships with local Client Services, Operations and participate in Client(s) meetings / interactions as needed.

The Manager must have excellent interpersonal skills and the ability to effectively navigate change management. They are expected to operate as a part of a team to create, document, and deploy tools to drive a consistent client experience.

Responsibilities

• Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services associates to plan, develop, and implement procedures for our clients to ensure facility, client service, and warehousing best practices are followed.
• Proactively identify process improvements that enhance the Client(s)’ experiences and streamline operations.
• Provide a positive response to problem resolution and ensure all relevant departments are adequately involved and kept informed;

escalate complex issues to Sr. Manager as appropriate.

• Develop, coordinate, motivate, and lead multiple project teams simultaneously to ensure completion of requirements and confirm project deliverables are on-time and to the end customer’s expectations.
• Interface with internal stakeholders, clients, and consumers to resolve issues and provide proactive communication.
• Create and deliver effective written and verbal presentations to operations and customers, as necessary.
• Initiate formal project plans to ensure initiatives and post-meeting follow-ups are prompt and well-executed.

Qualifications

Education / Experience

• Bachelor’s Degree (preferred); High School Diploma / GED required
• 3-5 years of customer service / account management experience, preferably within a direct-to-consumer eCommerce environment

Knowledge, Skills, and Abilities

• Must have a proven history of providing exceptional customer service, which assists in the development and retention of clients
• Strong interpersonal and communication skills at all levels of the organization, both internally and with the client organization
• Ability to achieve desired results and influence others while creating strong relationships with clients and internal associates
• Ability to travel up to 50%
• Proficiency in Microsoft Office applications; Word, Excel, and PowerPoint
• Ability to read, analyze, and interpret policies, metrics, and contracts
• Must be able to problem-solve, prioritize, and work under pressure
• Experience working with client service management systems (CSM), warehouse management systems (WMS), order management systems (OMS), or transportation management systems (TMS) is a plus

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Benefits :

Benefits package including medical, dental, vision, HSA, and medical reimbursement

Annual bonus eligibility

401(k) match

Vacation and holiday pay

Employee assistance and identity theft protection

Career development and opportunity for internal promotions

Tuition reimbursement for further education

Company paid life insurance and short term disability

Saddle Creek is an Equal Opportunity / Affirmative Action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding and related medical conditions), mental or physical disability, medical condition, military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders.

View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

Saddle Creek is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to and let us know your contact information and the nature of your request.