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Client Support Manager

1 month ago

Pittsburgh, Pennsylvania, United States Armada Full time
Job Title: Client Support Manager

This is a challenging and rewarding role that requires a strong understanding of supply chain operations and client support. As a Client Support Manager at Armada, you will be responsible for overseeing the daily activities of the Supply Chain Operations Center Client Support assigned regions.

Key Responsibilities:
  • Manage and support all Client Support activities relating to inbound and outbound client volume from our Supply Chain Hub Centers under Armada management/3PL managed to ensure daily product availability, service, capacity and client satisfaction objectives are consistently met within budget guidelines.
  • Develop plans in conjunction with peer Manager, Client Support Operations and Senior Manager for corrective actions regarding fill rate performance and stakeholder issue resolution to ensure service and budget objectives are achieved.
  • Coach and develop their Client Support team to ensure that the operations effort meets or exceeds all activity standards and consistently provides proactive customer service to all stakeholders.
  • Provide operations management expertise and input to collaboratively assist in the management of Armada's clients, their business and all related stakeholders (HUBs, suppliers, DCs and carriers).
  • Responsible for the skill and educational development of direct reports including coordination of new hire training program and orientation (with Human Resources).
  • Identify opportunity areas for improvement and work with LOG Management Team to plan and execute against identified improvement projects.
  • Assist Senior Manager in representing department on corporate and team projects and initiatives as required.
  • Develop and manage team root cause analysis tools.Use tools to identify gaps and problems to develop proactive solutions.
  • Recommend team staffing requirements and lead the interview / hiring process for open team positions.
Performance Metrics:
  • Proactively monitor and evaluate customer service levels for carrier, shipping and receiving locations and support the development and implementation action plans to drive performance improvements.
  • Jointly develop plans in conjunction with Planning and Warehouse Operations for corrective action to ensure budget and performance objectives are consistently achieved.
Relationship Management:
  • Develop effective working relationships with Warehouse Management, Transportation Operations and Field Services personnel to facilitate process improvements with shippers, carriers and HUBs (related to Redistribution activities).
  • Develop and support effective internal and external operational relationships with Suppliers, Carriers, DCs and all other network stakeholders as required.
  • Manage resolution of operational and performances issues and escalate to the next level as appropriate to routinely achieve desired performance levels.
  • Participate in the morning Operations Call.Direct appropriate follow up activity based on each morning's call.
Team Development:
  • Participate and Conduct, as appropriate, the monthly 5 minute, Quarterly, and Annual Team Member coaching sessions/IPP reviews/IDP management
  • Provide real time coaching/feedback to assist in team member development
  • Other related duties as assigned
  • Travel to Clients, Suppliers, Carriers and DC's as needed
Supervisory Responsibilities:
  • Direct
    • Senior Supply Chain Coordinators
    • Supply Chain Coordinators
    • Client Support Managers - Operations
    • Direct Reports to Client Support Managers
Qualifications:

Education and Experience Requirement

  • Bachelor's Degree in related field - Business, Transportation, Logistics preferred
  • 3-5 years of Supply Chain industry Experience; and
  • Experience managing a team

Preferred:

  • Master's degree in related field - Business, Transportation, and Logistics preferred.

Experience:

  • Management of multi-temp freight and all transportation modes.
  • Management of sizeable Redistribution/Mixing Center/Purchasing management activity with large teams.
  • Prior position with a shipper or 3PL in Customer Service Management.

Language and Technical Skills requirement

  • Microsoft Excel, Word, Outlook & Access, TMS applications
  • Ability to interface with other functional areas including carrier management.
  • Thorough understanding of surface transportation management terms and concepts.
  • Proven analytical, problem solving and decision making skills.

Business Travel

  • Requirement to travel to conferences and key network stakeholder meetings, as needed

Physical Demands and Work Environment

  • Work is usually performed in an office environment with normal noise levels.
  • Involves prolonged sitting and computer usage.