Client Services Director

4 weeks ago

Santa Fe Springs, California, United States JANUS et Cie Full time

The Client Services Manager at JANUS et Cie is responsible for the professional development of their team members and overseeing the success in communications and reporting regarding their specific area and sector. This role involves building and maintaining strong working relationships with leadership on process improvement efforts and sharing best practices to further implement successful standards.

Key Responsibilities:
  • Oversee a team of 10+ Client Service Reps, including remote team members.
  • Working with your team Leads, oversee and set data-based goals (KPls) for your team members.
  • Maintain Monthly meetings with our Sales Partners to bridge gaps and discuss areas of opportunity.
  • Manage all team projects and orders to successful conclusion.
  • Manage key accounts and assist in building trust and relationships through successful completion of their orders.
  • Lead your team to success by setting and upholding expectations in order to create a fair and inclusive work environment.
  • Drive improvements within all team projects and identify areas of opportunity which will impact the Company's bottom line performance.
  • Assist Team with escalations, driving the post-escalation with follow-up procedural documents (e.g. Case Studies) in order to prevent recurrence and promote growth internally.
  • Strive to ensure consistent standards for all while proactively and continuously measuring the success of your team against top-line company goals.
  • Build and maintain strong working relationships with leadership on process improvement efforts and sharing best practices to further implement successful standards.
  • Monitor and track SLAs and Quality.
  • Creating reports and providing updates to management teams regarding trends.
  • Resolving issues related to orders and shipments.
  • Managing outstanding invoices for all client accounts.
  • Network with other department heads and colleagues to strengthen relationships in order to manage the effectiveness of your team.
  • Develop team members by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships.
Qualifications:
  • Bachelor's Degree or Relevant Work Experience.
  • Five years minimum of customer service management experience.
  • Two years' experience within the A&D industry or similar experience. Manufacturing or dealership background a plus.
  • Excellent verbal, writing, and editing skills.
  • Excellent time-management and ability to juggle multiple projects simultaneously.
Reflects Our Brand Values:
  • We listen to our Customers.
  • We rely on our Members.
  • We honor Integrity.
  • We embrace Continuous Learning.
  • We lead with Design.
  • We create Value.
  • We make the World Better.

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