Cust Svc Core Prof

Conectiv Supply Chain Solutions, Inc.•La Vergne, TN

2d•Onsite

About The Position

At Conectiv Supply Chain Solutions (SCS), we specialize in delivering seamless, end-to-end supply chain solutions that propel your business forward. With a strong presence in Guadalajara, Nashville, Memphis, Poland, Australia, Mexicali and Rugby, our global capabilities allow us to execute third-party logistics (3PL) solutions with precision and efficiency. We leverage decades of proven expertise to tailor and scale solutions that meet the unique needs of your business, ensuring streamlined operations and exceptional customer satisfaction. Our journey began in the optical disc manufacturing industry, where we honed our skills in precision manufacturing, packaging, and distribution. As the market evolved, so did we. Today, Conectiv is at the forefront of logistics innovation, offering cutting-edge warehousing and transportation solutions that integrate advanced automation and flexible operations. Our team of skilled experts is dedicated to redefining industry standards and pushing the boundaries of what’s possible in supply chain management. From warehousing and fulfillment to complex project management and returns handling, we can provide comprehensive solutions that drive growth and efficiency for your business. In addition, SCS has successfully optimized its injection molding business and supply chain services by implementing a clear diversification strategy including establishing Vinyl production manufacturing, packaging and distribution in North America as well as expanding and delivering high-impact commercial print solutions. Mission: Leveraging on their diverse background and expertise, the Executive Leadership Team leads Conectiv’s ambition through engaging all Conectiv Teams across business units and geographies through a journey of innovation, operational excellence, and inclusion. We are dedicated to seamlessly link our clients with their customers and end consumers through a versatile range of manufacturing, distribution, and logistics solutions. At Conectiv, we believe our growth and innovation will be enhanced with diversity. Therefore, as we expand our realm of possibilities, we are committed to an equitable and inclusive culture that reflects the dynamic world around us. We are continuing to build and maintain working environments where each employee is comfortable being their authentic self and feels respected for who they are. We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we’ve engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women’s Leadership Network, Business Ethics Panel, and Communication and Recognition Strategy committees. Check us out at https://www.conectiv-scs.com/. We are seeking a detail-oriented and customer-focused Manager of Client Management to support and grow relationships with a key music client. In this role, you will act as the primary liaison between our company and the client, ensuring smooth production workflows, timely communication, and exceptional service throughout the manufacturing and distribution process. The Manager will act as the bridge between customers and internal operations—production, scheduling, logistics, pricing, and quality assurance—while also driving account growth, retention, and overall customer satisfaction.

Requirements

Bachelor’s degree in business management, marketing, or related field preferred or equivalent combination of education, training, and experience
4+ years’ experience within customer service or account management required, preferably in music or physical media industry
At least 2 years supervisory experience
High degree of proficiency in MS Office 365 and CRM
Manufacturing and/or supply chain experience
Customer-first mindset with the ability to juggle multiple client accounts and tight deadlines
Experience in team management, talent development, and coaching team members to succeed
Troubleshoot issues with empathy and efficiency, maintaining professionalism under pressure
Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions/cultures, different levels of internal and external client organizations
Excellent interpersonal skills with the ability to elicit cooperation from a wide variety of sources, including upper management, clients, other departments, and interact with various work behavior styles
Highly self-motivated with ability to handle and prioritize multiple projects, details, decision-making, and deadlines within an ever-changing, fast-paced, high-pressure environment
Experience and comfortability managing difficult or emotional customer situations and responding promptly to customer needs
Excellent judgment and capacity to deal with problems involving multiple variables and pressures, including conflict resolution
Strong attention to detail with the ability to collect data, establish facts and draw valid conclusions
Must have knowledge of contract administration, terms and have ability to interpret contracts
Experience at working both independently and in a team-oriented and collaborative environment
Conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

Nice To Haves

Experience working with manufacturing vendors, printers, or fulfillment partners.
Familiarity with music distribution platforms and retail logistics.
Background in sales support, account coordination, or production planning a plus
Working knowledge of the vinyl production process is strongly preferred

Responsibilities

Lead, mentor, and develop a team of account managers to deliver world-class client service
Serve as escalation point for key accounts and resolve complex client issues
Monitor production timelines and proactively communicate order status updates and potential delays to the client in the form of a daily open order report
Set account management strategies, performance goals, and monitor KPI performance through reporting
Oversee order flow from placement from order creation through production, print procurement, packaging, shipment, and receipt of product to the distribution center to ensure accuracy and timeliness
Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements
Manage inventory/production that relate to workability and provide feedback to external and internal customers
Collaborate closely with production and scheduling teams to align customer demand with plant capacity
Review and analyze client order patterns, production timelines, and forecasts to proactively address potential challenges
Develop account review processes and conduct periodic business reviews with the client
Monitor and track client satisfaction; implement continuous improvement initiatives to enhance customer experience
Ensure account management practices comply with company standards, quality requirements, and industry regulations
Prepare regular reporting on account health, team performance, and revenue growth
Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents and associated commitments made on behalf of the organization
Coordinate quotations with support from Pricing and Contracts Administration and Sales
Provide and maintain customer forecast information and reports
Educate customers on manufacturing production options, packaging/print, and best practices to guide them toward successful outcomes
Identify opportunities to upsell or cross-sell additional services such as custom packaging or marketing bundles
Stay current with record industry trends, artist needs, and evolving client expectations
Build a knowledge base of each client’s business, organization, and objectives
Cultivate long-term relationships with artists, labels, and music distributors to drive customer satisfaction and repeat business
Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
Coach, motivate, lead, train and develop employees; make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations