Senior Manager, Client Experience

ITS Logistics•Harrisburg, PA

14h•Onsite

About The Position

The Senior Client Experience Manager will be based at our Harrisburg, PA, warehouse, and will report to the Vice President, Client Success. This position provides overall supervision to the customer service department and ensures that all operations run in an effective and professional manner.

Requirements

Bachelor’s degree in business administration or related field.
Supervisory/management experience in a customer service environment.
Strong computer skills.
Proficient with MS Outlook, Office, including Word, PowerPoint and Excel required.
Must have exceptional leadership skills
Ability to meet aggressive deadlines, manage multiple complex projects simultaneously and able work in a fast-paced, dynamic work environment.
Excellent problem solving, analysis and decision-making skills.
Strong organizational skills and ability to multi-task required.
Ability to gather information, conducts analysis, develop, and implement effective strategies.
Excellent communication, interpersonal and presentation skills.
Ability to communicate professionally, both written and verbally with individuals at all levels of the organization, external contacts, customers, and potential customers.

Responsibilities

Executes goals and objectives set by Leadership to ensure excellent service to the company’s internal and external clients.
Fosters an energetic and collaborative Customer Service environment and partnership, working with Operations Management to provide the best end-to-end service to the client.
Plans and directs the activities of the Customer Service Department.
Creates a continuous learning environment for all Customer Service team members.
Creates and/or oversees that SOP’s are written for all Customer Service processes, procedures, and functions.
Coordinates special and last-minute shipping requests, expediting orders as necessary.
Understands and complies with all regulatory shipping documentation requirements.
Continuously provides new ideas that promote the efficiency and effectiveness of the Customer Service Department.
Ensure delivery of business products and services within established timeframes.
Works to exceed customer expectations.
Leads the effort in accepting, resolving, and following up on customer complaints.
Recommends and implements procedural, policy, technical and personnel ideas on an ongoing basis by interfacing with operations personnel, customers, and support departments.
Undertake job responsibilities in a manner consistent with the company's Core Values.