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.

Note that if you are viewing this posting on an external job board (such as Indeed, LinkedIn,  ZipRecruiter, etc.), unless specifically stated in the posting, the provided salary estimates may not be accurate as they are not provided by Saddle Creek. Our recruiters look forward to speaking with you about your background, skills, and compensation requirements.

Location: Walton, KY

Schedule: Monday - Friday, 8am - 4:30pm

Position Description

Client Services is responsible for providing clients with high-quality, professional client service and acts as a liaison between the client and Saddle Creek. They assist clients on all issues by investigating and resolving a wide array of client questions and concerns using a variety of systems and offer solutions in a positive manner. They establish and maintain effective professional working relationships with associates, other agencies, clients, and the public.

Responsibilities

• Lead on-site Client Services team in supporting client relationships 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 a client, either formally or informally, in person or by teleconference
• Manage and train Client Services Supervisors, Client Services Coordinators and Operations Coordinators across multiple shifts that support client’s business
• Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services to plan, develop, and implement policies/procedures for our clients 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 kept up to date
• Develop regular service reports shared with the Clients that give visibility to volumes, labor planning, service commitments, etc.
• Ensure that the Client is serviced within their guidelines and SCLS’ policies and procedures
• 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 and Saddle Creek leaders to determine future business needs and support the implementation of all newly approved solutions.
• Assist in ongoing startups with clients and building relationships leading to steady state operations
• Ensure communication between all operating divisions is maintained and follow through with any pending items
• Ensure the consistent execution, governance, and ongoing oversight of SCSnap!, our CRM platform. The position plays a key role in driving adoption and ensuring execution of standardized processes that enable an exceptional client experience

Qualifications

Education/Experience

• Bachelor’s Degree (preferred); High School Diploma/GED is required
• 3-5 years of customer service/account management experience, preferably within an eCommerce environment
• 3+ years of team leadership experience, preferably in eCommerce or distribution/logistics 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

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Benefits:

• Benefits package including medical, dental, vision, HSA, and medical reimbursement

• Annual bonus eligibility

• 401(k) match

• Vacation and holiday pay

• Employee assistance and identity theft protection

• Career development and opportunity for internal promotions

• Tuition reimbursement for further education

• Company paid life insurance and short term disability

Saddle Creek is an Equal Opportunity employer and an Affirmative Action employer, as required by law. 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 poster 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.