Sr. 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: Forth Worth, TX

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

• Support 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
• Represent and act as a liaison to work in conjunction with Directors, Managers, Supervisors, and Client Services to plan, develop, and implement procedures for our clients to ensure facility, client service, and warehousing best practices are followed.
• Proactively identify process improvements that enhance Client’s experiences and streamline operations; provide a positive response to problem resolution and ensure all relevant Saddle Creek departments are appropriately involved and kept up to date.
• Develop/maintain regular service reports shared with the Client 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.
• Maintain oversight of processing, issuing, and mailing of daily, weekly, and month-end client reporting, billing, and collection efforts as compared to best practices and to keep consistency across multiple sites where applicable to that client.
• Partner with Client to determine future business needs and lead the implementation of all newly approved solutions. Ensure communication between all operating divisions is maintained and follow through with any pending items
• Manage, develop, and lead the Client Services’ team to achieve goals which align with SCLS’ strategic plan using applicable tools and systems.
• Analyze, scope, and coordinate problem resolution and ensure all relevant Saddle Creek departments are appropriately involved and kept up to date. This may include troubleshooting system, integration, or inventory issues to resolve short term issue and find long term solutions.

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
• High School diploma/GED required

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, metrics and contracts
• Must be able to multi-task, problem-solve, prioritize, and work under pressure
• Experience working with client service management systems (CSM), warehouse management systems (WMS), order management systems (OMS), or truck management systems (TMS)
• Previous experience in a busy warehouse, office, or similar environment
• Knowledge of Limited Quantity Dangerous Goods shipping regulations 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/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 poster 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 [email protected] and let us know your contact information and the nature of your request.