Client Services Manager

Saddle Creek • Walton, KY

4d • Onsite

About The Position

Client Services is responsible for providing clients with high-quality, professional client service and acts as a liaison between the client and Saddle Creek. They assist clients on all issues by investigating and resolving a wide array of client questions and concerns using a variety of systems and offer solutions in a positive manner. They establish and maintain effective professional working relationships with associates, other agencies, clients, and the public.

Requirements

• Bachelor’s Degree (preferred); High School Diploma/GED is required
• 3-5 years of customer service/account management experience, preferably within an eCommerce environment
• 3+ years of team leadership experience, preferably in eCommerce or distribution/logistics environment
• Must have a proven track record of providing exceptional customer service, which assists in the development and retention of clients
• Proficiency in Microsoft Office applications; Word, Excel, and PowerPoint
• Ability to read, analyze, and interpret policies and contracts
• Must be able to multi-task, problem-solve, prioritize, and work under pressure

Nice To Haves

• Knowledge of Softeon WMS experience is a plus; eCommerce experience is a plus

Responsibilities

• Lead on-site Client Services team in supporting client relationships by becoming an extension of our client’s business.
• Build strong rapport with partners, including managing relationships, expectation setting, and status communication; develop and implement a regular schedule for meeting with a client, either formally or informally, in person or by teleconference
• Manage and train Client Services Supervisors, Client Services Coordinators and Operations Coordinators across multiple shifts that support client’s business
• Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services to plan, develop, and implement policies/procedures for our clients to ensure facility, client service, and broad warehousing practices are followed
• Proactively identify process improvements that enhance Client’s experiences and streamline warehouse operations; provide a positive response to problem resolution and ensure all relevant Saddle Creek departments are appropriately involved and kept up to date
• Develop regular service reports shared with the Clients that give visibility to volumes, labor planning, service commitments, etc.
• Ensure that the Client is serviced within their guidelines and SCLS’ policies and procedures
• Initiate formal project plans, as required, to ensure initiatives and post-meeting follow-ups are prompt and well-executed
• Provide support to Operations with the processing, issuing, and mailing of daily, weekly, and month-end customer reporting, billing, and collection efforts
• Partner with Client and Saddle Creek leaders to determine future business needs and support the implementation of all newly approved solutions.
• Assist in ongoing startups with clients and building relationships leading to steady state operations
• Ensure communication between all operating divisions is maintained and follow through with any pending items
• Ensure the consistent execution, governance, and ongoing oversight of SCSnap!, our CRM platform. The position plays a key role in driving adoption and ensuring execution of standardized processes that enable an exceptional client experience

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees