Customer Success Manager

The Client Success Manager plays a critical role in ensuring effective communication and collaboration between the Warehouse Operations and Floor Managers, and external stakeholders, including clients, vendors, and partners. This role is responsible for managing client relationships, addressing client inquiries and concerns, and ensuring the day-to-day operations in the warehouse align with our customer’s priorities.

Daily ResponsibilitiesCustomer Service Team Management: Manage team of 3-5 Customer service representatives while organizing and assigning tasks with a focus on timely completion.Client Communication: Engaging with clients to comprehend their needs using Google Suite tools such as Packiyo, Gmail, Google Meet, Google Docs, Google Sheets, etc., alongside Slack for seamless communication.Warehouse Team Communication: Coordinating work requests with the warehouse team to ensure timely prioritization and awareness of critical tasks.Technology: Continuously look for ways to implement technology-based solutions to augment our work.

Key Responsibilities

Customer Service Team ManagementPrioritize and delegate tasks while ensuring they are completed in a timely mannerImplementing methods to measure and track customer satisfaction, such as Net Promoter Score (NPS) surveys or customer satisfaction (CSAT) surveys.Conducting weekly meetings with the Customer Service team to address ongoing requirements.Overseeing scheduling and handling requests for time off effectively.Performance Evaluation: Conducting regular performance evaluations and providing constructive feedback to team members.Training and Development: Implementing ongoing training programs to enhance the skills and knowledge of team members.Handling Escalations: Assisting team members in resolving escalated customer issues and ensuring satisfactory resolutions.Process Improvement: Identifying inefficiencies in customer service processes and implementing improvements to enhance efficiency and customer satisfaction.Client Relationship Management:Act as the primary point of contact for clients regarding warehouse operations.Build and maintain strong relationships with clients through regular communication and proactive engagement.Address client inquiries, concerns, and requests in a timely and professional manner.Collaborate with clients to understand their needs, preferences, and expectations regarding warehouse services.Communication and Coordination:Serve as a bridge between the warehouse team and external stakeholders, ensuring clear and effective communication.Coordinate with warehouse managers and staff to fulfill client orders, resolve issues, and optimize warehouse operations.Communicate warehouse policies, procedures, and updates to clients and ensure compliance with contractual agreements.Problem Resolution:Identify, address and resolve any issues or challenges that may arise in warehouse operations, such as delays, inventory discrepancies, or quality concerns.Work closely with internal teams and clients to implement solutions and prevent recurrence of problems.Proactively identify opportunities for process improvements and enhancements to enhance client satisfaction and operational efficiency. Collaborate with the leadership team to implement the process improvements. Client Engagement and Satisfaction:Proactively engage with clients to gather feedback, assess satisfaction levels, and identify areas for improvement.Implement initiatives to enhance client satisfaction, loyalty, and retention.Monitor key performance indicators (KPIs) related to client satisfaction and take corrective actions as needed.Team Collaboration:Collaborate with warehouse managers, supervisors, and staff to ensure alignment with client expectations and objectives.Facilitate cross-functional collaboration and communication to address client needs and deliver exceptional service.Provide training and support to warehouse staff on client engagement best practices and customer service standards.

Project ManagementUnderstand the customer’s needs and expectations and prioritize all our projects based on deadline, needs, requirements, workforce, etc. Partner with the warehouse leadership team to ensure the day-to-day operations in the warehouse are set-up to be successful in meeting the established project deadlines. Proactively communicate to leadership the project milestone’s, goals, timeframe, challenges, and any expected delays. Proactivley communicate with the customers if there are any concerns, delay’s, etc. Ability to work cross functionally within Shipping Pilot and our customer’s.

QualificationsBachelor's degree in business administration, logistics, supply chain management, or a related field (preferred), accompanied by a robust background in project management.At least 5 years of experience in a customer support role in a Warehouse environment. At least 2 years of experience working in a project management role. Proven track record in client relationship management within warehouse or logistics settings, showcasing adeptness in project management practices.Must have a proven track record of driving, fostering and implementing change in a fast-paced, high demanding environment. Demonstrated proficiency in communication, negotiation, and interpersonal skills, augmented by comprehensive experience in project management.Exceptional problem-solving abilities and a keen attention to detail, honed through hands-on involvement in managing projects.Ability to thrive in a fast-paced, dynamic environment, leveraging strong project management skills to effectively navigate challenges and deliver results.Proficiency in relevant software and tools for communication and data analysis, underpinned by a solid foundation in project management principles and methodologies.

Physical RequirementsMay occasionally be required to lift and carry objects, boxes, or materials weighing up to 50 pounds without risking injury.Must be capable of spending extended periods walking and standing on the warehouse floor.Good manual dexterity to handle tools, equipment, and small items. Ability to use a computer, scanner, or other electronic devices efficiently.Physical Endurance: Demonstrated physical endurance to handle long hours and high-stress situations, ensuring sustained productivity and efficiency throughout the workday.

The Client Success Manager plays a pivotal role in fostering positive relationships with clients and driving operational excellence within the warehouse. This position requires strong communication skills, problem-solving abilities, and a customer-centric mindset to deliver value and exceed client expectations.