Client Support Manager

About the role

The Client Support Manager reports to the General Manager/Sr. Operations Manager and is responsible for managing all account activity and relationships with the Client Support Team. This position works Monday through Friday, from 8:00am- 5:00pm.

Responsibilities

• Accountable for directing and supporting all aspects of order fulfillment and day-to-day customer relationship management, including coordination of special and last-minute shipping requests and compliance with all regulatory shipping documentation requirements.
• Provides leadership and oversight of Client Support Specialists; develops and communicates clear goals, expectations, and company-wide information; attracts, develops, and retains high-performing, diverse talent through mentoring and role modeling.
• Ensures team efficiency through staff training, cross-training across accounts, preparation of guidance manuals, and implementation of performance metrics in partnership with the BPO team; educates staff on Barrett's business and open book financials.
• Fosters a culture of continuous improvement, collaboration, and teamwork; partners with General Manager/Sr. Operations Manager to recommend service enhancements that position Barrett as a trusted advisor.
• Develops and cultivates strong customer relationships by addressing all inquiries and concerns regarding work orders, invoices, shipments, and inventory with a "one call resolution" standard.
• Tracks and resolves all Client Service-related NCRs, establishing root cause analysis and corrective action plans in collaboration with management; oversees timely resolution of all scorecard-related client complaints.
• Safeguards timely and accurate invoicing for receiving, outbound processing, month-end billing, and all special requests and services.
• Obtains and maintains deep understanding of retailer compliance manuals; communicates requirements accurately and effectively to the Client Support team.
• Manages client information across applicable software platforms (Synapse, Salesforce, etc.), maintaining up-to-date client contacts and activity records; provides regular reporting on productivity and service level adherence.
• Performs other related duties as needed.

Qualifications

• Minimum 2 years college required. Bachelor’s degree strongly preferred.
• May substitute 4 years’ supervisory experience for college degree.
• A minimum of 5 years of proven experience in a customer service position; minimum of 2 years’ supervisory experience required.
• Ability to read, write, and communicate effectively in English (Bilingual Spanish/English skills preferred).
• Proficient with all Microsoft applications; Warehouse Management Systems preferred.
• Working knowledge of 3PL warehouse operations, supply chain, and transportation preferred.
• Must demonstrate a high level of interpersonal and communication skills with the ability to work well under pressure and problem solve across a variety of business processes. Able to balance competing priorities, complex situations, and tight deadlines. Strong emphasis on organizational skills and attention to detail.