Sr. Client Services Supervisor

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.

Position Description

The Senior Client Services Supervisor coordinates and directs the Client Services Team to manage assigned accounts and be the primary link between the customer and operations. This role is crucial in developing and maintaining a positive and productive relationship with assigned clients while becoming an expert on the daily activities within each unique Client’s environment.

What you will do…

• Manage, develop, and lead the Client Services team to achieve goals that align with SCLS’ strategic plan
• 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 all clients, either formally or informally, in person or by teleconference
• Represent and act as a liaison to work in conjunction with Managers, Supervisors, and Client Services Members to plan, develop, and implement policies/procedures for each Client to ensure facility, client service, and broad warehousing practices are followed
• Proactively identify process improvements that enhance Clients’ experiences and streamline warehouse and call center 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 that are shared with Clients that give visibility to volumes, service commitments, etc. Ensure that all accounts are serviced within the Client’s guidelines and SCLS’ policies and procedures
• Integrate and coordinate accounts, procedural changes, and other special projects. Initiate formal project plans, as required, for new and current Clients to ensure initiatives, and post-meeting follow-ups are prompt and well-executed
• Provide support to Fulfillment Team with the processing, issuing, and mailing of daily, weekly, and month-end customer reporting, billing, and collection efforts

Our ideal candidate would have…

• Bachelor's Degree (preferred); High School Diploma/GED required
• 2-4 years of experience in client services/account management role preferable within a direct-to-consumer eCommerce environment
• 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 small parcel HAZMAT shipping regulations preferred
• Knowledge of Softeon WMS experience is a plus
• eCommerce experience is a plus

It would be even better if you have…

• 2-4 years of supervisory experience in a warehouse environment
• Lean Six Sigma and continuous improvement training and experience

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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 [email protected] and let us know your contact information and the nature of your request.