Client Services Manager

Why Work for Saddle Creek? Saddle Creek Logistics Services succeeds by promoting a diverse, friendly, and respectful teamwork environment. As a vital service provider, we not only make a difference in our community but offer our associates opportunities to enhance their skills, build meaningful careers and end each day with a sense of accomplishment. If you’re looking for a family-oriented company that lives by its values and offers competitive pay and benefits, join our team today. Location: Buena Park, CA Overview The Client Services Manager is responsible for leading the Client Services’ Team to provide exceptional customer service – WHATEVER IT TAKES! The Client Services Manager is the primary liaison between the Operating Management System, Warehouse Management System, Call Center, Carriers, Operations, and assigned customer(s). Please note that salary estimate are provided by the job site and not by Saddle Creek. Please apply and wage requirements/expectations can be discussed with the recruiter. Responsibilities Manage, develop, and lead the Client Services’ team as well as inventory control to achieve goals which align with SCLS’ strategic plan Support client relationship by becoming an extension of our Client’s business. Build strong rapport with partners including managing relationships, expectation setting, and status communication; develop and implement a regular schedule for meeting with all clients, either formally or informally, in person, or by teleconference Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services Members to plan, develop, and implement policies/procedures for each Client to ensure facility, client service, and broad warehousing practices are followed Proactively identify process improvements that enhance Clients’ experiences and streamlines warehouse and/or call center operations; provide a positive response to problem resolution and ensure all relevant Saddle Creek departments are appropriately involved and/or kept up to date Develop regular service reports that are shared with Clients that give visibility to volumes, service commitments, etc. Ensure that all accounts are serviced within the Client’s guidelines and SCLS’ policies and procedures Integrate and coordinate accounts, procedural changes, and other special projects. Initiate formal project plans, as required, for new and current Clients to ensure initiatives and post-meeting follow-ups are prompt and well executed Provide support to Fulfillment Team with the processing, issuing, and mailing of daily, weekly, and month end customer reporting, billing, and collection efforts Partner with Sales Representatives to coordinate and propose renewal pricing and contracts. Ensure communication between all operating divisions are maintained and follow through with any pending items Qualifications Education/Experience Bachelor’s Degree and at least seven (7) years of customer service/account management experience preferably within a direct to consumer eCommerce environment OR an Associates’ Degree and at least 10 years of customer service/account management experience Knowledge, Skills and Abilities Must have a proven track record of providing exceptional customer service which assists in the development and retention of clients Proficiency in Microsoft Office applications; Word, Excel and PowerPoint Ability to read, analyze, and interpret policies and contracts Must be able to multi-task, problem solve, prioritize, and work under pressure Knowledge of small parcel HAZMAT shipping regulations preferred; Knowledge #LI-DD1 Saddle Creek is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding and related medical conditions), mental or physical disability, medical condition, military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO is the Law poster here. View the EEO is the Law Supplement here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here. Saddle Creek is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to Disability.accommodation@sclogistics.com and let us know your contact information and the nature of your request.