Client Success Manager - Warehouse Operations - Bilingual - Carlisle, PA

Employbridge•Lower Paxton Township, PA

3d•Onsite

About The Position

The Client Success Manager, also known as the "Gig Worker Success Manager," is responsible for the day-to-day supervision of Gig Workers to ensure the timely, accurate, and quality delivery of customer goods and services. This role manages employee relations at local Client facilities where Gig Workers are placed, including training and orientation, coaching, advocacy, payroll administration, assignments management, schedule management, and understanding the worker pool. This role ensures client satisfaction and engagement through superior customer service and develops relationships with supervisors, leaders, the local EB team, the remote EmployGig team, and Gig Workers. This role anticipates staffing requirements and expectations; develops value-added services to support changing client needs, and works closely with the EmployGig operations team and PLX team to deliver both Gig Worker and Client satisfaction.

Requirements

Must be Bilingual
Experience in a customer service role responsible for multi-level client communication
HR and data management experience
Familiarity with a heavy process-oriented environment
Able to lead, organize and build effective and diverse teams
Must have seasoned critical thinking and problem-solving skills
Practical experience and comfort with using operational software, Microsoft Office products, and basic data management tools for analysis
Ability to communicate with high level managers within the client organization and discuss strategic solutions
Act as a consultant to the client regarding job trends, productivity goals, staff planning, and goal assessments
Strong understanding of technology platforms that support Gig, including the ability to troubleshoot and offer solutions for technical improvements and drive effective results
Comfortable addressing client concerns and challenges and developing solutions that meet the client expectations
Comfortable managing reports output and analyzing results to ensure accuracy as well as ability to thoroughly present/explain the data to the customer
Successful track record of increased customer service levels and satisfaction, enhanced scope of responsibilities and working relationships with colleagues/management
Demonstrable success managing a team or process
Ability to have an innovational mind set
Communicates information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication
Achieve results in a quality, timely, and cost-effective way. Sees priorities, plans the efficient use of resources, and monitors progress against objectives.
Responds positively to change and adapts to new situations quickly. Able to take on a diverse range of tasks equally effectively

Nice To Haves

Warehouse operations experience (or knowledge of) preferred – to support DC/warehouse operations leaders navigate and adjust to changing inventory demands

Responsibilities

Fosters a consultative relationship with the client across all levels of management to ensure a clear understanding of the client’s business, staffing needs, culture, and program expectations.
Develops and executes effective recruiting strategies that deliver the applicant flow and hiring results to meet and exceed fill rate and on-time fill rate goals.
Anticipates and understands the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent.
Delivers client customized new hire orientations.
Runs and creates reports to identify workforce challenges, escalates when appropriate and collaborates with the client to create solutions.
Audits onboarding requirements and confirms new hire start requirements are met.
Deliver a consistent fill rate of 92% or higher.
Communicates workforce needs to client for staffing productivity and includes labor market data to present plausible solutions.
Participates in client forecasting meetings and remains informed and knowledgeable of client's current and upcoming business needs.
Manages daily fill rate, time clock accuracy, communication with Gig workers, EmployGig team and Client.
Documents and investigates safety incidents and participates in client meetings to discuss safety and operational efficiency.
Handles worker’s comp claims and documents unemployment.
Initiates and completes client relationship mapping as needed.
Coaches associates on policies that could have legal implications and involves onsite HR and leads investigations.