Salary estimates are provided by the job posting site and not by Saddle Creek. Please apply and wage requirements/expectations can be discussed with a recruiter.

Department: Fulfillment Operations

Location: Myerstown, PA

Overview

The Sr. Client Services Manager is the primary liaison between the Operating Management System (OMS), Warehouse Management System (WMS), Customer Support Team, Carriers, and Operations.

Responsibilities

• 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 client, 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 our Client to ensure facility, client service, and broad warehousing practices are followed
• Proactively identify process improvements that enhance Client’s experiences and streamline warehouse 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 Client that give visibility to volumes, labor planning, service commitments, etc. Ensure that Client is serviced within their guidelines and SCLS’ policies and procedures
• Integrate and coordinate procedural changes and other special projects. Initiate formal project plans, as required, to ensure initiatives and post-meeting follow-ups are prompt and well executed
• Provide support to Operations with the processing, issuing, and mailing of daily, weekly, and month end customer reporting, billing, and collection efforts
• Partner with Client to determine future business needs and lead implementation of all newly approved solutions. Ensure communication between all operating divisions are maintained and follow through with any pending items

Qualifications

Education/Experience

• Bachelor’s Degree (preferred) and at least seven (7) years of customer service/account management experience preferably within a direct to consumer eCommerce environment OR
• Associate Degree (preferred) and at least nine (9) years of customer service/account management experience preferably within a direct to consumer eCommerce environment

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 Softeon WMS experience is a plus; eCommerce experience is a plus

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your target salary range?

Experience:

• Logistics: 2 years (Preferred)
• account management: 7 years (Preferred)

Work Location: One location

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