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QuickBox Fulfillment · 3 months ago

Client Services Senior Manager

Atlanta

Full-time

Onsite

Senior Level

5+ years exp

QuickBox Fulfillment is seeking a Client Services Senior Manager who will provide strategic client oversight to drive long-term growth through meaningful relationships. This role involves identifying upsell opportunities, improving processes, and ensuring client satisfaction through impeccable service delivery.

DeliveryDelivery ServiceLogisticsSupply Chain Management

Responsibilities

Identify gaps in processes and determine plan for improvement

Help build and establish processes, procedures and templates for utilization by the Client Services Team

Host individual one-on-one meetings with each member of CS team and reporting any major concerns to Director

Coach team members on how to handle various project scenarios; Coach team members on project excellence while using Quick-Box methodologies and maximizing project profitability

Collaborate across functions/departments to ensure buy-in on shared goals

Help drive team projects to ensure completion

Take on strategic ownership and/or oversight of top tier clients by engaging with top tier accounts regularly, consultatively, and responding to specific inquiries, vetting potential trends and recognizing and proactively addressing potential issues

Document and track internal metrics according to client SLAs to drive performance. Provide recommendations and implement improvement plans to ensure client satisfaction

Monitoring client volumes, understanding peaks and valleys. Effectively communicate and forecast anticipated volumes to internal teams

Advocate for clients across operational departments and make proactive recommendations to gain economic and operational efficiencies on behalf of client and Quickbox

Understand the impact of client needs on operational departments and effect on planned labor and resources

Provide ongoing client facing program summaries, business reviews, analysis, recommendations, PO trending etc and assist clients in realizing the value of contracted services

Ability to recognize upsell opportunities and collaborate with internal departments as needed to drive growth

Other job duties are required as assigned

Qualification

Client Services ManagementThird Party LogisticsE-commerce FulfillmentCRM SoftwareWarehouse Management SoftwareMicrosoft OfficeProcess ImprovementData AnalysisCritical ThinkingCommunication SkillsTeam CollaborationOrganizational Skills

Required

Bachelor's degree or equivalent work experience as a Client Services Account Manager, or similar

A minimum of five years' experience in third party logistics and e-commerce fulfillment

Proficiency in Microsoft Office products and CRM software such as HubSpot. Knowledge of principal functionality of Warehouse Management Software

Superb critical thinking and strategic problem-solving skills. Able to reach a decision, takes a thoughtful approach when considering others

Strives to eliminate errors, seeks opportunities for process/service improvements

Self-starter with excellent follow through. Maintains accountability and ownership of all client related deliverables and service level requirements. Drives issues through to resolution

Ability to communicate thoughts clearly, both written and oral

Ability work effectively within a cross functional team environment, contributing ideas and receiving feedback in a collaborative environment

Advanced computer and word processing skills, including MS Word, PowerPoint, One Note. Ability to effectively utilize Microsoft Excel to analyze data a must

Ability to handle multiple high priorities simultaneously while being detail oriented, logical and methodical in approach. Extremely organized but has the ability to adapt well