Client Service Manager

Crane Worldwide Logistics • Florence, KY

23d • Onsite

About The Position

This role focuses on developing and implementing client service policies and procedures to ensure consistent client satisfaction. The Client Service Manager will be responsible for troubleshooting and resolving non-routine client complaints, addressing major issues with orders, delivery dates, or service. This position involves establishing performance goals and metrics for the client service function, tracking client feedback, and recommending improvements. The role may also involve directly handling complex inquiries or those from key clients. Other duties as assigned.

Requirements

• High school diploma or GED required
• Minimum seven years industry experience required
• 6-7 years supervisory experience required
• Client Service skills
• Quality Focus
• Problem Solving
• Freight Forwarding Knowledge
• Documentation skills
• Listening
• Resolving Conflict
• Ability to Multi-task
• Talking, hearing and using hands to operate computer equipment
• Vision abilities required by this job include close vision and the ability to adjust focus
• Job may require extended sitting or standing, use of standard office equipment.
• Job may require presence on-site at the assigned work location
• Must pass an E-Verify Check

Nice To Haves

• Professional certification may be required in some areas.

Responsibilities

• Develops client service policies and procedures to ensure consistent client service and satisfaction.
• Troubleshoots and resolves nonroutine client complaints.
• Resolves major problems with orders, delivery dates or service.
• Establishes goals and metrics for the client service function and measures the team’s performance.
• Tracks client complaints or inquiries and recommends changes to improve client satisfaction.
• May directly handle more complex inquiries or inquiries from critical clients.
• Other duties as assigned

Benefits

• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates
• Potential to earn a strong commission based on your sales ability

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED