Sr. Client Services Supervisor

SCC Saddle Creek Corporation; Georgia; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

HSA and medical reimbursement

401(k) match

Vacation and holiday pay

Employee assistance and identity theft

Career development and internal growth

Tuition reimbursement

Life insurance and short-term-disabil

Job summary

Saddle Creek Corporation in the United States seeks a Senior Client Services Supervisor to lead the Client Services Team, manage client relationships, and drive improvements in warehouse and call center operations.

You will develop and implement client-specific plans, monitor service levels, and coordinate with operations to ensure compliance with policies while delivering exceptional service across multiple accounts.

Qualifications

• Bachelor's Degree preferred; 2-4 years of experience in client services/account management, preferably in a direct-to-consumer eCommerce environment.
• Proven track record of delivering exceptional customer service to develop and retain clients.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Ability to read, analyze, and interpret policies and contracts.
• Able to multi-task, solve problems, prioritize, and work under pressure.
• Knowledge of small parcel HAZMAT shipping regulations preferred.
• Knowledge of Softeon WMS; eCommerce experience beneficial.
• 2-4 years of supervisory experience in a warehouse environment.

Responsibilities

• Manage, develop, and lead the Client Services team to achieve goals aligned with strategic plans.
• Build and maintain client relationships; manage expectations and communicate status with clients.
• Coordinate with Managers and Client Services Members to implement policies and procedures for each client.
• Identify process improvements to enhance client experiences and streamline warehouse/call center operations.
• Develop regular service reports for clients showing volumes, commitments, and performance.
• Ensure accounts are serviced within client guidelines and Saddle Creek policies.
• Coordinate accounts, changes, and other special projects; initiate formal project plans when needed.
• Support Fulfillment Team with processing, issuing, and mailing daily/weekly/monthly reporting, billing, and collections.

Skills

Customer service

Communication

Prioritization

Problem solving

Time management

Attention to detail

Education

Bachelor's Degree

High School Diploma/GED

Tools

Microsoft Office

Softeon WMS

Job description

Why Work for Saddle Creek?

Saddle Creek Logistics Services succeeds by promoting a diverse, friendly, and respectful teamwork environment. As a vital service provider, we not only make a difference in our community but offer our associates opportunities to enhance their skills, build meaningful careers and end each day with a sense of accomplishment. If you’re looking for a family-oriented company that lives by its values and offers competitive pay and benefits, join our team today. Note that if you are viewing this posting on an external job board (such as Indeed, LinkedIn, ZipRecruiter, etc.), unless specifically stated in the posting, the provided salary estimates may not be accurate as they are not provided by Saddle Creek.

Position Description

The Senior Client Services Supervisor coordinates and directs the Client Services Team to manage assigned accounts and be the primary link between the customer and operations. This role is crucial in developing and maintaining a positive and productive relationship with assigned clients while becoming an expert on the daily activities within each unique Client’s environment.

What you will do

Manage, develop, and lead the Client Services team to achieve goals that align with SCLS' strategic plan

Support client relationships by becoming an extension of our client's business. Build strong rapport with partners, including managing relationships, expectation setting, and status communication; develop and implement a regular schedule for meeting with all clients, either formally or informally, in person or by teleconference

Represent and act as a liaison to work in conjunction with Managers, Supervisors, and Client Services Members to plan, develop, and implement policies/procedures for each Client to ensure facility, client service, and broad warehousing practices are followed

Proactively identify process improvements that enhance Clients' experiences and streamline warehouse and call center operations; provide a positive response to problem resolution and ensure all relevant Saddle Creek departments are appropriately involved and kept up to date

Develop regular service reports that are shared with Clients that give visibility to volumes, service commitments, etc.

Ensure that all accounts are serviced within the Client's guidelines and SCLS' policies and procedures

Integrate and coordinate accounts, procedural changes, and other special projects

Initiate formal project plans, as required, for new and current Clients to ensure initiatives, and post-meeting follow-ups are prompt and well-executed

Provide support to Fulfillment Team with the processing, issuing, and mailing of daily, weekly, and month-end customer reporting, billing, and collection efforts

Our ideal candidate would have

Bachelor's Degree (preferred); High School Diploma/GED required 2-4 years of experience in client services/account management role preferable within a direct-to-consumer eCommerce environment

Must have a proven track record of providing exceptional customer service, which assists in the development and retention of clients

Proficiency in Microsoft Office applications; Word, Excel, and PowerPoint

Ability to read, analyze, and interpret policies and contracts

Must be able to multi-task, problem-solve, prioritize, and work under pressure

Knowledge of small parcel HAZMAT shipping regulations preferred

Knowledge of Softeon WMS experience is a plus eCommerce experience is a plus

It would be even better if you have 2-4 years of supervisory experience in a warehouse environment

Lean Six Sigma and continuous improvement training and experience #LI-EP1

Benefits

• Benefits package including medical, dental, vision, HSA, and medical reimbursement
• Annual bonus eligibility
• 401(k) match
• Vacation and holiday pay
• Employee assistance and identity theft protection
• Career development and opportunity for internal promotions
• Tuition reimbursement for further education
• Company paid life insurance and short term disability

Equal Opportunity

Saddle Creek is an Equal Opportunity employer and an Affimative Action employer, as required by law. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding and related medical conditions), mental or physical disability, medical condition, military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO poster here. View the E-Verify Posting here. Saddle Creek is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to [e-mail] and let us know your contact information and the nature of your request.

Company History and Culture

Since 1966, Saddle Creek has grown from a family-owned warehouse in Lakeland, Florida, into one of the country’s largest family-owned third-party logistics providers. From day one, our associates have helped build Saddle Creek into the company it is today - serving customers, supporting one another and living our values of service, respect, accountability and integrity. Here, you can build your skills, do meaningful work, and be part of a team that values people.