Client Experience & Service Leader

Ernest; Commerce (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Ernest in California seeks a Client Coordinator Manager to lead the client service team, ensuring accurate orders and timely responses. You will work with Client Relationship Managers to deliver exceptional client experiences.

The role emphasizes coaching, process improvement, and cross-department collaboration across purchasing, operations, warehouse, and delivery. You will hire and develop Coordinators, monitor performance, and drive customer satisfaction to support account growth.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• At least two years in customer service management, preferably in packaging or related industry.
• Knowledge of call center operations and department structure.
• Working knowledge of CRM systems.
• Experience with outbound calling techniques and performance metrics.
• Strong written and verbal communication skills.

Responsibilities

• Oversee daily workflow, performance, and service standards of the Client Coordinator team.
• Manage and coach team, assign workloads, ensure timely client service.
• Collaborate with Client Relationship Managers to support accounts.
• Serve as escalation point for complex customer concerns.
• Lead hiring, onboarding, and development of Client Coordinators.
• Coordinate cross-department communication to meet client service goals.
• Monitor quality and implement process improvements.

Skills

People management

CRM systems

Call center operations

Outbound calling

Communication

Customer service leadership

Education

Bachelor's degree

Tools

CRM software

Microsoft Office

Job description

Ernest in California seeks a Client Coordinator Manager to lead the client service team, ensuring accurate orders and timely responses. You will work with Client Relationship Managers to deliver exceptional client experiences.

The role emphasizes coaching, process improvement, and cross-department collaboration across purchasing, operations, warehouse, and delivery. You will hire and develop Coordinators, monitor performance, and drive customer satisfaction to support account growth.