Client Service Manager

Sacramento, CA: Monday-Friday, 7:00am-3:30pm
St. Louis, MO: Monday-Friday, 8:00am-4:30pm

Compensation: $70,000/annually

About the role

The Client Service Manager owns the end-to-end operational execution and client relationship for assigned accounts, ensuring consistent performance, service excellence, and long-term partnership success. This role drives account strategy, oversees daily operations, and ensures alignment between client expectations and internal execution. The Client Service Manager proactively identifies opportunities for improvement, mitigates risks, and collaborates cross-functionally to deliver high-quality service while supporting account growth and retention.

Responsibilities

• Serve as the primary point of contact for assigned client accounts, managing all day-to-day communication and relationship needs.
• Own end-to-end client service execution, ensuring a consistent and high-quality customer experience.
• Manage client expectations while ensuring adherence to SLAs, KPIs, and contractual service requirements.
• Monitor active, dispatched, and in-transit orders to ensure performance standards and timely execution.
• Lead regular client performance discussions, providing insights, reporting, and actionable recommendations.
• Proactively communicate with clients regarding shipment status, service updates, risks, and issue resolution.
• Resolve client escalations with urgency, accountability, and cross-functional coordination to ensure timely outcomes.
• Partner closely with carrier operations, pricing, sales, and other internal teams to ensure seamless execution and support client needs.
• Identify opportunities to improve service delivery, operational efficiency, and overall client experience.
• Drive client retention and satisfaction through consistent communication, reliability, and proactive service management.
• Manage accounts of varying complexity, size, and volume while maintaining high service standards.
• Ensure accuracy and attention to detail across all orders, updates, and system entries, including thorough auditing of account activity.
• Oversee and support continuous process adherence, data integrity, and operational compliance.
• Foster a culture of continuous improvement by collaborating with team members to enhance processes, workflows, and compliance procedures.
• Supervise and support direct reports through regular coaching and development, including conducting monthly one-on-one meetings.
• Address employee performance issues in a timely and constructive manner, implementing improvement plans as needed.
• Perform additional duties as assigned to support business needs.

Requirements

• High school diploma or equivalent; Bachelor’s degree in business or a related field is preferred.
• 4-6 years of experience in client services, account management, operations, logistics, supply chain, or related customer-facing roles.
• Prior experience working with logistics software is required.

Skills

• Proven ability to manage and resolve escalations with urgency, professionalism, and accountability.
• Strong cross-functional collaboration experience working with operations, sales, pricing, and carrier management teams.
• Leadership experience, including coaching, mentoring, or developing team members in an operational or client-facing environment.
• Ability to manage multiple complex accounts simultaneously in a fast-paced, high-volume environment.
• Working knowledge of Zendesk preferred.
• Proficient in Microsoft Office programs and other general office equipment.
• Organized thinker with exceptional attention to detail.
• Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
• Demonstrated problem-solving skills with the ability to identify risks and support issue resolution.
• Demonstrated ability to lead day-to-day operational activities and provide guidance to team members in a fast-paced environment.
• Excellent communication skills, both verbally and in writing.
• Ability to deliver exceptional customer service.
• Positive attitude, team player.
• Ability to multi-task.
• Intermediate-level data entry skills.
• Ability to work independently.
• Willingness to learn and assume responsibility.
• Experience with transportation management systems (TMS), CRM platforms, workflow tools, and operational reporting systems preferred.

Work Environment

• General office conditions.
• Exposed to moderate noise levels.

Physical Abilities

• Required to use close vision and be able to focus.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.