Client Success Manager

Royal Packaging LLC; Wayne (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

Royal Packaging LLC is seeking a Client Account Manager to manage orders for major retailers and direct-to-consumer clients. The role requires a positive attitude, strong relationship-building skills, and experience in logistics customer service and EDI.

You will own a portfolio of 4–6 brand accounts, cultivate client relationships, and provide ongoing support, including training on self-service tools and quarterly business reviews. Report to the Director of Client Services.

Qualifications

• 5+ years of customer service experience.
• Hands-on Excel skills with strong computer knowledge.
• Excellent written and verbal communication.
• Strong attention to detail and time management.
• Ability to go above and beyond with a positive attitude.
• Strategic thinker with strong analytical skills.
• Excellent customer service and communication skills.
• Positive attitude, soft skills and work ethic are essential.

Responsibilities

• Provide day-to-day order management for clients shipping to major retailers.
• Build and maintain relationships with day-to-day contacts.
• Coordinate with warehouse teams to ensure on-time order fulfillment.
• Support quarterly business reviews and client training on self-service tools.
• Respond to phone and email inquiries in a timely manner.
• Research transportation options and costs for clients.
• Prepare client reports and monitor daily orders.

Skills

Customer service

Excel

Communication skills

Attention to detail

Time management

Analytical thinking

Customer relationship

Soft skills

Tools

CRM

ERP

Hazmat knowledge

Job description

Description

The Client Account Manager role is an exciting opportunity for candidates with a positive attitude, uplifting spirit, and a great personality. If you have experience in logistics customer service, the demands of shipping to major retailers and direct to customers, and the use of related technology we would love to hear from you!

Requirements

What You'll Do:

The Client Account Manager will provide day-to-day order management for clients who ship to major retailers requiring EDI (electronic data interchange), boutique and e-commerce consumers. The position reports to the Director of Client Services.

• Own a portfolio of 4-6 brand accounts.
• Cultivate client relationships with day-to-day contacts.
• Get well acquainted with your brands and what they do.
• Provide ongoing client/relationship management support by participating in quarterly business reviews.?
• Empower clients on self-service and best practices via training and documentation.?
• Handle all aspects of relationships with our client and their customers, including responding to phone and email inquiries timely.?
• Liaison with internal departments to ensure customer needs are met.?Go above and beyond and think outside the box attitude.
• Monitor daily orders carefully to help ensure on-time service is made.?
• Coordinate with the warehouse teams servicing client accounts and order fulfillment processes.?
• Update routing requirement documentation and dedicated processes for each customer and retailer.?Understand routing rules.
• Manage error processing, reporting, remediation, daily reporting.?
• Research and communicate transportation options and costs to clients.?
• Provide client requested reporting.?
• Investigate potential chargebacks?and credit requests.
• Report customer returns, returns to vendors, etc.?
• Assist with client requests on the floor as needed.
• Other administrative functions as needed - Client Supplies procurement, manual BOL creation, etc.

What You Bring:

• 5+ years' of customer service.
• Hands-on computer knowledge especially Excel
• Great verbal/written communication skills
• Great attention to detail and excellent time management
• Ability to go above and beyond
• Strategic thinker with exceptional analytical skills
• Great communicator with exceptional customer service skills
• A great attitude, soft skills and great work ethics are an absolute must

Bonus Points:

• Computer experience and a strong MS Excel skill is a must, as candidate will work directly with both front-end and back-end computer systems.?
• 3PL and Logistics experience is a plus
• 1 + year of warehouse logistics experience strongly preferred.?
• CRM, ERP and Hazmat (DOT/IATA/IMDG) knowledge /certification is a plus
• Beauty, apparel, or related consumer product industry client service experience a plus
• Hazmat Certified+