Client Service Manager

Description

General Description:

QuickBox Fulfillment is a growing, third-party logistics provider focused on three principles: Fast, Friendly, Accurate. The Client Services Account Manager (CSAM) will provide strategic client oversight with a mission to drive sustained long-term growth by building meaningful client relationships. The CSAM will drive revenue expansion by identifying upsell opportunities as well as operational gaps to drive process improvement and client satisfaction. A successful CSAM understands all products and services provided by QuickBox, manages client expectations and coordinates activities both internally and externally using established processes, KPIs, and policies to ensure our services are delivered with impeccable service.

Essential Duties & Job Functions:

• Client Management: Ability to strategically manage all aspects of client relationship and communication, providing excellent service and maintaining client satisfaction through critical problem solving and decision-making skills.
• Account Strategy: Engage key accounts consultatively, responding to specific inquiries, vetting potential trends and recognizing and proactively addressing potential issues.
• Performance Monitoring: 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. Provide ongoing client facing

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

• Client Advocacy: Advocate for clients across operational departments and make proactive recommendations to gain economic and operational efficiencies on behalf of client and Quickbox.
• Operational Support: Understand the impact of client needs on operational departments and effect on planned labor and resources.
• Sales Support: Ability to recognize upsell opportunities and collaborate with internal departments as needed to drive growth
• Other job duties are required as assigned.

Requirements

Job Qualifications Mandatory:

1) Education: Bachelor’s degree or equivalent work experience as a Client Success Manager, Key Account Manager or similar.

2) Experience: Experience in key client management, building relationships, operations management, logistics and/or e-commerce fulfillment

3) Problem Solving: Superb critical thinking and strategic problem-solving skills. Ability to identify, analyze and resolve client issues and challenges effectively.

4) Quality: Strives to eliminate errors, seeks opportunities for process/service improvements.

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

6) Communication: Excellent written and verbal communication skills, with the ability to effectively communicate with both internal and external teams.

7) Teaming: Ability work effectively within a cross functional team environment, contributing ideas and receiving feedback in a collaborative environment.

8) Technical Skills: Proficiency in CRM software, WMS software, Microsoft Office Suite and other relevant tools. Experience with Outlook, Excel an Powerpoint a must.

9) Organizational Skills: 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.

Work Environment:

1) This is a Denver based position operating out a Warehouse environment

o Warehouse Environmental Conditions are as follows;

• Moderate noise level in the work environment.
• Work environment is indoors.
• Warehouse temperatures may vary depending on outside temperatures.

Physical Demands:

o Sight: Must be able to see well enough to read product lot numbers and expiration dates, read reports, and use a computer.

o Hearing: Must be able to hear well enough to communicate in person or via technology, and to hear warning signals of forklifts and warehouse equipment.

• o Standing: Must be able to stand for shift duration.
• o Walking: Must be able to walk without assistance to perform job duties.
• o Mobility: Must be able to be mobile to operate warehouse machinery.
• o Sitting: Must be able to sit for shift duration.
• o Stooping, Kneeling: Must be able to stoop or kneel for short periods of time.
• o Lifting: Must be able to lift 30 lbs – 50 lbs.

o Hand Mobility: Must be able to have mobility in hands to open and seal packaging, utilize keyboard functions, and utilize phone systems.

Contingencies:

Any offer of employment will be contingent upon satisfactory results of background and reference checks.