Manager of Client Services

Status: Closed

Our client is a fast-paced, high-growth third party logistics company who is looking for an experienced Manager of Client Services, to be based at our North Brunswick, NJ Campus. The role is primarily internally focused on managing our client account management team and processes, with some direct client contact required.

Qualifications

 

  • Background in client service team management
  • Experience in EDI and e-commerce order fulfillment, assembly, kitting and related value-added services
  • Able to oversee development and management of Client Account Managers, who have direct client coverage responsibilities
  • Can lead a Client Service team responsible for building and maintaining strong relationships with clients
  • Provides excellent customer communication/coordination within Capacity
  • Ensure that the Sales and Operations Teams are fully informed and supported
  • Expert at communicating with all levels of an organization
  • Able and willing to be hands-on and understand all tasks and responsibilities of Client Service team
  • Capable of ensuring client service tasks are completed on time, accurately, and completely
  • Can ensure clients SLAs are met or exceeded, or that the root cause of any failure is determined, acted on and client relationships are maintained
  • Responsible for coordination with Sales, Operations, Finance and IT
  • Lead and support the Operations and Client Services team at Capacity West
  • Reports to the Vice President of Operations and the CEO

 

Responsibilities and Skills

  • Directly manage a team of 6-12 Client Account Managers (CAMs) in New Jersey and California and oversee the day-to-day Client Service prioritization, including staff management, workload distribution, and troubleshooting
  • Evaluate existing and implement processes and systems; ensure adoption of new systems and play a major role in change management
  • Coach team members on best practices around internal and external communication
  • Cultivate positive relationships with external clients and internal teams
  • Manage key client relationships and lead client-facing interaction when needed
  • Provide regular updates on team priorities and issues to SVP of Operations, determine daily priorities with Operations Management
  • Provide hands-on assistance in developing realistic project timelines for customer initiatives by engaging with cross-functional teams

Requirements

  • Bachelor’s degree or equivalent work experience required
  • 10+ years of relevant and successful Management experience in a dynamic and fast-paced environment, managing a team of direct reports
  • Knowledge of EDI processing and logistics is highly preferred
  • Strong analytical skills, with ability to identify business opportunities/issues
  • Ability to translate client needs and business opportunities into business requirements
  • Demonstrable ability to comprehend and support client services and drive efficiencies through process improvements/automation
  • Strong interpersonal skills that encourage team cooperation, promote enthusiasm and motivate strategic thinking
  • Work ethic and personality that inspires the best approach to internal and external customer service
  • Demonstrates detailed thinking, exemplifies accountability and follow through, prioritizes in an environment of multiple tasks and challenges, encourages collaboration with internal teams, and ensures insightful problem solving
  • Knowledge of B2B and B2C order fulfillment and distribution is strongly preferred

 

Location:

North Brunswick, New Jersey

Compensation:

$75,000 – $125,000

Click here to apply.