Client Account Manager

About the role

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!

Responsibilities

• 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 Manager 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.
• Willing to travel between buildings (within 5 mile radius) to cater to client needs.
• Other administrative functions as needed - Client Supplies procurement, manual BOL creation, etc.

Qualifications

• 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.
  • College education preferred
  • 3PL and Logistics experience is a plus
  • 1 + year of warehouse logistics experience strongly preferred.
  • Salesforce 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+