Client Services Supervisor

Saddle Creek • Walton, KY

13d

About The Position

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. What you will do… 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

Requirements

• Should have at least 2 years of experience in a 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 Softeon WMS experience is a plus
• e-commerce experience is a plus

Nice To Haves

• 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

Responsibilities

• 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

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: Mid Level
• Number of Employees: 5,001-10,000 employees