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Client Services Support Manager

2 months ago

Las Vegas, Nevada, United States Saddle Creek Logistics Services Full time

About the Role

As a Client Services Support Manager at Saddle Creek Logistics Services, you will play a critical role in ensuring our clients receive exceptional service and support. This position requires a strong ability to partner with internal teams, educate and train operational staff, and establish relationships with clients to drive a consistent client experience.

Key Responsibilities

  • Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services associates to plan, develop, and implement procedures for our clients to ensure facility, client service, and warehousing best practices are followed.
  • Proactively identify process improvements that enhance the Client(s)' experiences and streamline operations.
  • Provide a positive response to problem resolution and ensure all relevant departments are adequately involved and kept informed; escalate complex issues to Sr. Manager as appropriate.
  • Develop, coordinate, motivate, and lead multiple project teams simultaneously to ensure completion of requirements and confirm project deliverables are on-time and to the end customer's expectations.
  • Interface with internal stakeholders, clients, and consumers to resolve issues and provide proactive communication.
  • Create and deliver effective written and verbal presentations to operations and customers, as necessary.
  • Initiate formal project plans to ensure initiatives and post-meeting follow-ups are prompt and well-executed.

Requirements

  • Bachelor's Degree (preferred); High School Diploma/GED required
  • 3-5 years of customer service/account management experience, preferably within a direct-to-consumer eCommerce environment

Preferred Qualifications

  • Proven history of providing exceptional customer service, which assists in the development and retention of clients
  • Strong interpersonal and communication skills at all levels of the organization, both internally and with the client organization
  • Ability to achieve desired results and influence others while creating strong relationships with clients and internal associates
  • Ability to travel up to 50%
  • Proficiency in Microsoft Office applications; Word, Excel, and PowerPoint
  • Ability to read, analyze, and interpret policies, metrics, and contracts
  • Must be able to problem-solve, prioritize, and work under pressure
  • Experience working with client service management systems (CSM), warehouse management systems (WMS), order management systems (OMS), or transportation management systems (TMS) is a plus

Benefits

  • Benefits package including medical, dental, vision, HSA, and medical reimbursement
  • Annual bonus eligibility
  • 401(k) match
  • Vacation and holiday pay
  • Employee assistance and identity theft protection
  • Career development and opportunity for internal promotions
  • Tuition reimbursement for further education
  • Company paid life insurance and short term disability