.png)
Job Description:
Who We Are:
We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery.
We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.
Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.
Cart.com Fast Facts:
- 6,000+ customers worldwide
- 1,600+ employees globally
- 17 warehouses nationwide, totaling over 10 million square feet of space
- Headquartered in Houston, TX with international offices in Mexico and Poland
Our values:
Cart.com is building a company that is committed to living out these 6 core values:
- Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
- Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
- Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
- Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
- Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
- Remember to be human: We work hard, but we leave room for the people, places and things that we love.
This position is open to applicants or individuals who are located in or willing to move to AZ, CA,CO, CT,DE,FL, GA, HI, IL, IN, KY, MD, MA, MI, MS, NE, NV, NJ, NY, NC,OH, OR, PA, SC, TN, TX, UT, VA, WA.
The Role:
Cart.com, is hiring a Senior Client Service Manager. Our talented, dedicated team of Client Service Managers (CSMs) are the connective tissue between our clients and our operations teams on the ground floor. The right Senior CSM helps bridge the gap between both sides to deliver a better experience for everyone.
The ideal candidate will be a bilingual speaker of both English & Spanish who is a rockstar listener and communicator with a knack for knowing how to prioritize their workload. You are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. You easily connect and relate with others and use that skill to influence outcomes.
If listening to clients share how we can improve sounds like it might stress or burn you out, or you don’t like dealing with change, this role is not for you.
If you’re still interested, here’s a look at what you’ll be doing every day...
Responsibilities:
-
Create a comprehensive strategic account plan
-
Communicate clear expectations for our clients and Operation teams that serve both group’s goals
-
Work with our Operations team to identify and resolve issues on behalf of our brands
-
Connect with our clients and get to know the people behind the brands we serve
-
Proactively find ways to better serve our clients through other Cart services
-
Understand client contracts and interact with client management
-
Be the point person with clients on escalated issues
-
Collaborate with CSM leaders on ways to make our CSM team better and more efficient
-
Coordinate new programs with current clients in a timely and cost effective manner
-
Monitor contract adherence
-
Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
-
Prepare reports and presentations for clients and ops as needed
Knowledge/Skills/Abilities:
-
Exceptional interpersonal and communication skills, both verbally and in writing
-
Excellent prioritization and project management skills
-
Ability to handle multiple tasks
-
Excellent problem solving skills
-
Adaptability to change
-
Ability to work independently
-
Ability to remain calm and tolerate stress
-
Excellent organization skills
-
Strong analytical skills
-
Excellent computer skills
-
Detail oriented
-
Sense of urgency
-
eCommerce knowledge and experience
-
Retail business knowledge and experience
-
Diplomacy and the ability to influence outcomes
Experience:
-
5+ years professional experience in a customer/client service manager role in which you were client facing and directly managed multiple client accounts to liaise between your clients and the business.
-
5+ years professional experience where you directly influenced improving internal processes or solutions to better serve your clients.
-
2+ year’s experience in a Call Center, Customer Service environment.
-
Knowledge and experience in eCommerce and/or retail business
Nice to Haves:
-
Enterprise level experience with Call Center clients
Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We Do
Cart.com is the leading provider of unified commerce and logistics solutions that enable B2C and B2B companies to sell and fulfill anywhere their customers are. The company’s enterprise-grade software, services and logistics infrastructure, including its own network of omnichannel fulfillment and distribution centers, are used by some of the world’s most beloved brands and most complex organizations to unify commerce operations across channels and drive more efficient growth.
For more information, please visit Cart.com and LinkedIn.
Why Work With Us
We are a team who live by our core values.
Gallery
.jpg)
.png)
_0.png)
