Client Support Manager

Description

The Client Support Manager is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Client Support Specialists and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees. The Client Support Manager reports directly to the Director of Operations. 

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Supervise the daily operations of the customer service department. 
• Set customer service goals for team members and help them reach those goals. 
• Interact with customers and handle customer queries and complaints in a timely manner. 
• Build strong professional relationships with customers to ensure we have a high customer satisfaction rating. 
• Coordinate special requests with the operations department. 
• Plan and schedule work assignments for department personnel with the Director of Operations, aligning priorities and objectives. 
• Set up and maintain customer product information in our Warehouse Management Systems. 
• Continually provide training to new hires on account procedures, ensuring these procedures are documented and updated regularly to create depth within the department. 
• Train and assist employees under their supervision in troubleshooting issues, managing their time and attendance, and implementing corrective actions or improvement plans as needed. 
• Report on customer feedback to management, including any signs of customer dissatisfaction. 
• Work with internal departments in administration of accounts regarding invoicing and credit charges. 
• Collaborate with any other vendors that may be required due to the specific needs of the customer. 
• Maintain a current and accurate procedures manual that details the processing for each account. 
• Works with other departments to ensure coordination for overall effective operations. 
• Responsible for ensuring food safety and quality guidelines are followed. 
• Ability to adapt the schedule as needed, including arriving early or staying late if necessary. 

SECURITY

• Complies with all company inventory control and security procedures.

SAFETY

• Complies with all government and company safety rules.  

Requirements

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• High school diploma or GED required; College Degree preferred.
• 3-5 years relevant work experience 
• 1-2 years customer service experience in a 3PL environment preferred. 

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong verbal and written communication skills in English.
• Solid understanding of warehouse operations, processes, and related technologies.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and warehouse management systems (WMS), including relevant hardware and software tools.
• Demonstrated leadership and supervisory skills, with a focus on team development, communication, planning, and workplace safety.
• Ability to manage stress effectively using clear communication and sound management practices.
• Skilled in setting priorities and adjusting to changing demands in a fast-paced environment.
• Professional and courteous interpersonal skills with the ability to build positive relationships with customers.
• Basic understanding of inventory control principles; prior inventory experience is preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand and sit for periods of time and to move intermittently throughout the workday.
• Ability to perform focused work with close attention to detail.
• Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.