Client Experience & Coordination Manager

Ernestpackagingsolutions; Commerce (CA); On-site; USD 90,000 - 115,000; Full time

Job summary

Ernest Packaging Solutions is seeking a Client Coordinator Manager to lead the client service team in Commerce, CA. This on-site role focuses on delivering an exceptional client experience and aligning with relations managers and internal departments.

You will oversee workflow, coaching, onboarding, and process improvements to ensure timely, accurate client support and strong account management. The position reports to leadership and supports growth across the CRM team.

Qualifications

• Bachelor’s degree from an accredited university and at least two years of customer service management experience, or an equivalent combination of education, training, and experience in industrial packaging or a related industry.
• Demonstrated knowledge of call center operations, customer service department structure, and effective team organization.
• Working knowledge of customer relationship management systems.
• Thorough knowledge of outbound calling techniques and customer service measures of success.
• Demonstrated ability to communicate effectively, both verbally and in writing.
• Background in distribution methods, process improvement programs, and procedures.

Responsibilities

• Oversee the daily workflow, performance, and service standards of the Client Coordinator team.
• Ensure customer orders, requests, account information, and related documentation are handled accurately and within established timelines.
• Monitor workloads and assign or redistribute responsibilities to maintain appropriate coverage and timely client service.
• Partner closely with Client Relationship Managers to establish effective working relationships with their assigned Client Coordinators, ensuring consistent account support and clear communication of client needs.
• Serve as the escalation point for complex customer concerns, service issues, order discrepancies, and other matters requiring management involvement.
• Promote clear communication and coordination among Client Coordinators, Client Relationship Managers, purchasing, operations, warehouse, and delivery teams.
• Establish consistent processes and expectations for how Client Coordinators manage customer communication and support their assigned accounts.
• Monitor the quality and accuracy of work completed by the Client Coordinator team and provide coaching when improvement is needed.
• Train and develop Client Coordinators on company systems, customer service expectations, internal procedures, and effective account support.
• Identify opportunities to improve workflow, response times, accuracy, and the overall client experience.
• Ensure appropriate department coverage during absences, vacations, and periods of increased workload.
• Lead the hiring, onboarding, performance management, and continued development of Client Coordinators.
• Coordinate client service activities with departmental managers to ensure overall client service objectives are accomplished in a timely and cost effective manner.
• Participate in the onboarding of new Client Relationship Managers by helping them understand the responsibilities of the Client Coordinator and how an effective partnership between the two roles supports client communication, account management, and the overall success of the CRM.
• Lead outbound calling, lead generation, promotional outreach, and customer service efforts by using proven programs to engage clients, track client satisfaction, strengthen long term relationships, and support account growth.
• Ensure the company maintains accurate and current files for each customer.
• Ensure all corporate policies and procedures are communicated and followed.

Skills

Customer service management

Call center operations

CRM knowledge

Outbound calling

Communication skills

Education

Bachelor’s degree

Tools

CRM systems

Job description

Ernest Packaging Solutions is seeking a Client Coordinator Manager to lead the client service team in Commerce, CA. This on-site role focuses on delivering an exceptional client experience and aligning with relations managers and internal departments.

You will oversee workflow, coaching, onboarding, and process improvements to ensure timely, accurate client support and strong account management. The position reports to leadership and supports growth across the CRM team.