Client Services Manager

THE OPPORTUNITY
College Hill is looking for a Client Services Manager to join our client services team. This role is for immediate hire. The client services manager will be an integral and heavily involved member of the team. It is a full-time role that will require adhering to a schedule and maintaining ongoing communication with your department. The client services coordinator will directly influence the end user experience and serves as a bridge between our clients, partners and internal team. This role requires full-time availability Monday - Friday, from 8:00 a.m. - 5:00 p.m. On occasion, you may be asked to attend training, an event or a retreat taking place outside of office hours. Bachelor's degree or equivalent experience in an office administration or customer service role required.

THE IDEAL CANDIDATE
The ideal candidate has a "how can I help?" mentality. A highly organized problem solver that brings together all of the moving pieces needed to deliver a seamless final product and client experience. The person in this role should have an unwavering attention to detail and organizational skills that will allow them to manage multiple projects simultaneously. The ability to work up against deadlines and to handle high-pressure conditions is a huge plus. In this role, you will act as the integral part that connects the dots between our customers, designers, client services team, garment vendors, print shops and shipping partners. A friendly, detailed and timely communication style makes the Client Services Manager the most successful in this role. 

THE ROLE
The client services team is responsible for ordering apparel for customization, sourcing the most cost-effective solutions for orders and sending orders into production with vendors and print shops. The person in this role is also responsible for building and closing virtual pop-up shops for our customers, invoicing clients, maintaining consistent contact with our sales team, designers and clients and developing the best solutions for issues that may arise along the way. Once an order is in production, you'll serve as a liaison between all of the moving pieces - working with the print shops to determine best shipping logistics and communicating with your team or clients to make sure we meet and exceed expectations.

If this role sounds like something you'd enjoy and like it encompasses responsibilities you'd enjoy, we encourage you to apply! While you may not have experience similar to many of the functions of the role, due to the custom nature of our industry, you'll get all the necessary training and tools to thrive! We promise, it's easy to pick it up and will soon become second nature, as long as you're motivated, organized and present!

Client Services Manager duties include, but are not limited to:

- Personnel management of Client Services Coordinators and Assistant Managers. Tasks include, but are not limited to: hiring, training, monitoring employee time off requests and approving timesheets, personal and professional development for team members, monitoring team engagement, conducting monthly 1:1 meetings and annual reviews, recognizing and cascading performance feedback, discretionary budget tracking

- Queue oversight: even delegation, timeliness of task completion, pace monitoring, available to complete high priority tasks outside of business hours if ever arisen

- Accounts inbox management

- Production and/or client issue escalations

- Salesforce reporting

- CS process improvement 

- All staff meeting department blurb

- Conduct weekly team touch in meetings

- Team projects: ideation, delegation, and execution 

- Attend monthly Department Lead meetings 

The duties below relate to the Client Services Coordinator role and will be required of the CSM role as well:
- Managing and completing daily tasks with proficiency. Daily tasks include, but are not limited to: building virtual pop-up shops, purchasing goods, invoicing, submitting orders to vendors, processing refunds, problem solving, uploads and coordinating with vendors and partners
- Staying up-to-date on new garments, available stock, print shop pricing and maintaining and developing relationships with our wholesalers and print shops
- Being the liaison between our sales team, clients and vendors 
- Sourcing suitable alternatives when stock issues arise 
- Developing solutions to meet deadlines, fulfill customer requests and resolve any potential order issues to deliver a seamless and incredible experience to our clients

QUALIFICATIONS

- Bachelor’s Degree or equivalent experience required
- Minimum of 1 year of professional experience, preferably in a customer service or client facing role. Prior customer service and/or retail experience strongly preferred
- Strong organizational skills with the ability to multitask and prioritize responsibilities
- Self-starter with strong self-leadership skills who can deliver on a schedule without being micromanaged
- Proficiency with Microsoft Office and Mac OS
- Quick learner with a positive outlook

- Clear communicator that treats clients and teammates with dignity and respect

THE PERKS

- Medical and dental insurance 

- 401K with company match up to 4%

- Robust employee development program where you're rewarded for  personal and professional development pursuits

- Generous PTO that increases with the number of years spent working with College Hill

- Free flight to anywhere in the world on your 3rd work anniversary

- Ability to attend an annual conference anywhere in the country that is directly related to your role

WE ARE COLLEGE HILL

We are a branded merchandise studio that creates custom apparel and products for businesses and organizations. We were founded in 2011 at Washington State University and are headquartered in Pullman, WA, with employees and brand reps across the country. Our industrious team of innovators is filled with creative designers, producers and strategists. We have a relaxed, fun and dynamic workspace of go-getters. We work hard and we play hard. We'd love you to join us!

Salary : $60,000 - $0