E-Commerce Client Services Manager

Concord Marketing Solutions Inc.; Glendale Heights (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits plan

401k plan with company match

Paid Time Off/PTO

Casual and friendly work environment

Salary + Bonus compensation structure

Casual, friendly work environment

Salary + Bonus

Job summary

A prominent promotional products distributor in Glendale Heights, IL is seeking an E-Commerce Client Services Manager to lead their online Client Services team. The ideal candidate will possess a strong leadership background with a focus on customer service, operational efficiency, and collaboration across various departments. Responsibilities include managing performance metrics, enhancing customer service processes, and overseeing the client support strategy. Applicants should have at least five years of experience leading client-facing teams in e-commerce, with strong technical skills and the ability to resolve complex customer issues.

Qualifications

• 5+ years of experience in leading customer service or client-facing teams in e-commerce.
• Experience in the promotional products and print industry is preferred.
• High proficiency with e-commerce platforms and ERP systems.
• Proficiency with e-commerce platforms, ERP systems, and helpdesk or ticketing systems/software.
• Experience with AI tools, chatbot, or other technical tools to improve E-Commerce customer service.
• Advanced Microsoft Office skills and web navigation.

Responsibilities

• Lead the online Client Services team for customer service and order support.
• Develop and enforce operating procedures to enhance client support.
• Monitor and analyze performance metrics for operational excellence.
• Handle escalated customer complaints and ensure timely resolutions.
• Collaborate cross-functionally to solve order issues for timely deliveries.
• Collaborate with logistics, warehouse, production, sales, and accounting to resolve issues and improve processes.
• Proactively identify issues and drive process improvements and client training.
• Advocate for the voice of the customer and align brand messaging with client feedback.

Skills

Leadership experience

Problem-solving skills

Customer interaction

Project management

Technical aptitude

Organization and multi-tasking

Organization

Problem solving

Self-motivation

Education

High School degree

Associate’s or Bachelor’s degree in Business

Tools

E-commerce platforms

Helpdesk or ticketing systems/software

NetSuite

Microsoft Dynamics/NAV

Microsoft Office

AI tools for service optimization

Job description

Concord Marketing Solutions/Clayton Kendall is currently looking for an E-Commerce Client Services Manager in our Glendale Heights, IL office.

The E-Commerce Client Services Manager will manage our online Client Services team, who provide customer service and order support for 100+ webstores. This office position will interact with every department as it relates to online customer service, as well as regular communication with leadership, production, and warehouse teams. This role owns the strategy, performance and evolution of the Client Services team and plays a meaningful role in shaping how the business supports and retains customers. An ideal individual for this role brings strong leadership experience, positivity, overall knowledge of business and e-commerce in the promotional products and/or print industry, problem-solving skills, and a drive for continuous improvement. This position will function in a doer/manager role, working closely with the current team members on problem resolution. Other key duties include enhancing process documents/workflows, optimizing technical tools like AI to drive efficiencies, managing KPIs /key performance indicators, training team members, managing team performance, and resolving escalated customer inquiries.

Concord Marketing Solutions/Clayton Kendall is a growing promotional products distributor, providing full-service corporate identity offerings. Our expertise in online store programs, creative merchandise, print, incentive and recognition programs, custom packaging, fulfillment, and international sourcing make Concord Marketing Solutions/Clayton Kendall a preferred supplier of choice. We pride ourselves in our commitment to our clients’ needs through a wide selection of quality products, creative solutions, and excellent customer service. Concord Marketing Solutions/Clayton Kendall is honored to have been recognized on Promotional Products Business Magazine’s list of Greatest Companies to Work for in 2019, 2021, 2022, 2023, 2024, and 2025 and on the Crain’s Chicago Business Best Places to Work Top 100 list in 2021, among numerous other industry awards over the years.

What’s in it for YOU:

• Comprehensive benefits plan including medical, dental, vision, a company-funded Health Savings Account, company-provided life insurance, supplemental life insurance, long-term disability, and employee assistance program
• 401k plan with a company match
• Paid Time Off/PTO
• Floating Holidays
• Company events and outings
• Casual and friendly work environment
• Salary + Bonus compensation structure

Responsibilities

• Team Leadership: Work side by side with the team members on daily tasks to resolve customer questions and issues in a timely manner. Over time, develop enhanced customer service processes to drive efficiency and improvements. Hire, train, mentor, and evaluate Client Services Coordinators to ensure high performance and exceptional customer service.
• Operational Excellence: Develop and enforce Standard Operating Procedures (SOPs) and standards for client support, including returns, problem orders, shipping issues, and general inquiries. Work closely with leadership on recommendations.
• Performance Metrics: Monitor and analyze Key Performance Indicators (KPIs) to improve efficiency and customer experience.
• Escalation Management: Handle complex, high-priority, or escalated customer complaints to ensure timely resolution.
• Technology Management: Manage customer service platforms, understand customer service processes, and work with the IT/Development team to implement AI or chatbots to optimize workflows. Continuously look at innovative ways to provide efficiency for the Client Services team.
• Cross-functional Collaboration & Communication: Partner with logistics, warehouse, and production to solve order issues to ensure timely shipments and problem resolution. Work with sales and account management related to client relations and customer feedback. Communicate with accounting team on questions or issues related to online billing and credits. Communicate and move between warehouse and office to assist with returns or exchanges.
• Proactive Approach to Customer Service: Identify potential issues or questions before they arise from a customer to drive proactive processes to help the customer as well as the client services team. Develop proactive approaches to customer service through online store training, development of digital tools or AI to resolve/answer client questions and other efficiencies.
• Customer Advocacy: Own the "voice" of the customer, fostering a positive, helpful brand image. Work with leadership on maintaining consistent brand messaging in client emails, proactive e-commerce training, and in gathering customer feedback through client surveys. Communicate client needs and survey results to the executive leadership team, account management and sales to drive improvement and innovation discussions.

Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills for customer interaction and team leadership.
• Ability to analyze customer data and metrics to make strategic, data-driven decisions. Also analyze internal workloads and processes to evaluate areas for streamlined efficiency.
• Ability to handle high-pressure situations and complex, urgent issues with professionalism and tact. A role model for the team, providing guidance on handling difficult client situations and communication.
• Proven experience implementing technical tools/resources, a customer service ticketing system, or building workflow efficiencies for an E-Commerce Client Services team.
• Strong technical aptitude with advanced skill level working with different software and systems.
• Strength in training team members, documenting processes, and finding ways to continue to enhance the performance of internal team members. Utilize different methods to train team members both in person and through digital methods. Drive a positive learning culture for continued growth within the Client Services team.
• General knowledge of business and the connection/collaboration between Client Services and other departments.
• Excellent project management skills.
• Exceptional organizational and multi-tasking skills.
• Driven to manage and develop high performing teams.
• Strong attention to detail.
• Strong problem-solving and time management skills.
• Proven ability to handle multiple projects simultaneously.
• Motivated to help team members as a doer/manager.
• A self-starter who also enjoys collaborative team environments working with IT, Sales, Account Management, Leadership, Warehouse/Production, and Accounting.

Qualifications & Education

• High School degree required / Associate’s or Bachelor’s degree in Business preferred.
• Minimum of five years of experience in leading customer service or client-facing teams in e-commerce.
• Promotional products and print industry experience preferred.
• Proficiency with e-commerce platforms, ERP systems, and helpdesk or ticketing systems/software.
• Experience with NetSuite or Microsoft Dynamics/NAV systems preferred.
• Experience with AI tools, chatbot, or other technical tools to improve E-Commerce customer service and client experience.
• Must have advanced skill level with Microsoft Office (Outlook, Word, Excel, Teams) and web/internet navigation.
• Strong technical aptitude for learning and using advanced tools within systems and software.
• Experience navigating between multiple internal software programs, email, chat service, and phone calls.