Client Support Manager

Barrett Distribution Centers • Olive Branch, MS

2d • $90,000 - $110,000

About The Position

The Client Support Manager, reporting to the General Manager/Sr. Operations Manager, is responsible for managing all account activity and relationships with the Client Support Team and will maintain and improve quality through the integration of activities between Barrett and clients necessary to establish a culture of service and operational excellence. This position works Monday through Friday, from 8:00am- 5:00pm. The compensation for this position ranges from $90K to $110K, depending on experience.

Requirements

• Minimum 2 years college required. Bachelor’s degree strongly preferred. May substitute 4 years’ supervisory experience for college degree.
• A minimum of 5 years of proven experience in a customer service position; minimum of 2 years’ supervisory experience required.
• Ability to read, write, and communicate effectively in English (Bilingual Spanish/English skills preferred).
• Proficient with all Microsoft applications; Warehouse Management Systems preferred.
• Working knowledge of 3PL warehouse operations, supply chain, and transportation preferred.
• Must demonstrate a high level of interpersonal and communication skills with the ability to work well under pressure and problem solve across a variety of business processes.
• Able to balance competing priorities, complex situations, and tight deadlines. Strong emphasis on organizational skills and attention to detail.

Responsibilities

• Accountable for directing and supporting all aspects of order fulfillment and day-to-day customer relationship management.
• Provide leadership and oversight of the Client Support Specialists; develop and communicate clear goals and expectations for the team.
• Attract, develop and retain high-performing, diverse talent within the business; build future leaders through mentoring and serving as a role model.
• Partner with the Business Process Optimization (BPO) team to develop internal quality tools and manuals that will help coach, develop and train staff.
• Ensure efficiency of the team through staff training, preparation of guidance manuals, and implementation of performance metrics.
• Cross-train Client Support Specialists on different accounts to ensure business continuity and staffing flexibility.
• Ensure daily goals, pertinent facility information, and company-wide communications are clearly communicated to all staff members in a timely, effective manner.
• Educate Client Support Specialists on Barrett’s business and open book financials.
• Foster a culture of continuous improvement and support improvement initiatives by encouraging collaboration and teamwork amongst all staff members.
• Work closely with the General Manager/Sr. Operations Manager to recommend improvements and enhancements to our service proposition so we can become trusted advisors.
• Provide reports to the business, including regular feedback and statistics on productivity and adherence to service levels.
• Identify improvement opportunities and take appropriate action as required; oversee the timely and satisfactory resolution of all scorecard related client complaints
• Develop and cultivate a strong relationship with customers by addressing all inquiries and concerns regarding work orders, invoices, shipments, and inventory counts; ensure “one call resolution” for our clients.
• Coordinate special and last-minute shipping requests, expediting any order as necessary.
• Manage client information using the applicable software platforms (Synapse, Salesforce, etc.); update Salesforce to include up-to-date client contact information and client-related activities.
• Understand and ensure compliance with all regulatory shipping documentation requirements.
• Track and address all Client Service-related Non-Conformity Reports (NCRs) and work with management to establish a root cause analysis and develop corrective action plans.
• Ensure timely and accurate invoices to customers for receiving, outbound processing, month-end billing, and all special requests and services.
• Obtain and have a deep understanding of retailer compliance manuals and communicate the requirements accurately and effectively to the customer service staff.
• Perform other related duties as needed.

Benefits

• Health, dental, and vision insurance
• Opportunities for advancement – we love to promote from within!
• Ongoing training and leadership development
• Profit-sharing program – all employees benefit when the company succeeds!
• Competitive compensation
• Tuition reimbursement
• 401K savings plan with company match
• PTO
• A second-to-none culture where you’ll be treated like family and allowed to excel

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees