Client Services Supervisor

Saddle Creek-posted 6 days ago

Full-time • Manager

Walton, KY

5,001-10,000 employees

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The Client Services Supervisor coordinates and directs the Client Services Team to manage assigned accounts and be the primary link between the customer and operations. This role is crucial in developing and maintaining a positive and productive relationship with assigned clients while becoming an expert on the daily activities within each unique Client’s environment.

Manage, develop, and lead the Client Services team to achieve goals that align with SCLS’ strategic plan
Support 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 all clients, either formally or informally, in person or by teleconference
Represent and act as a liaison to work in conjunction with Managers, Supervisors, and Client Services Members to plan, develop, and implement policies/procedures for each Client to ensure facility, client service, and broad warehousing practices are followed
Proactively identify process improvements that enhance Clients’ experiences and streamline warehouse and call center 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 that are shared with Clients that give visibility to volumes, service commitments, etc.
Ensure that all accounts are serviced within the Client’s guidelines and SCLS’ policies and procedures
Integrate and coordinate accounts, procedural changes, and other special projects.
Initiate formal project plans, as required, for new and current Clients to ensure initiatives, and post-meeting follow-ups are prompt and well-executed
Provide support to Fulfillment Team with the processing, issuing, and mailing of daily, weekly, and month-end customer reporting, billing, and collection efforts

Should have at least 2 years of experience in client services/account management role preferable within a direct-to-consumer eCommerce 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
Knowledge of small parcel HAZMAT shipping regulations preferred
Knowledge of Softeon WMS experience is a plus
eCommerce experience is a plus

A bachelor’s degree and at least two (2) years of supervisory experience in a warehouse environment.
Lean Six Sigma and continuous improvement training and experience

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

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