Client Coordinator Manager (Customer Service Manager)

Commerce, California, United States. Posted a month ago

The role

The Client Coordinator Manager leads the customer service department and manages the Client Coordinator team. This person ensures client service objectives are met and works with Client Relationship Managers to provide consistent support.

What you will do

Oversee the daily workflow, performance, and service standards of the Client Coordinator team.
Ensure customer orders, requests, account information, and related documentation are handled accurately.
Monitor workloads and assign or redistribute responsibilities.
Partner with Client Relationship Managers to ensure consistent account support.
Serve as the escalation point for complex customer concerns and service issues.
Promote clear communication among Client Coordinators, Client Relationship Managers, purchasing, operations, warehouse, and delivery teams.
Establish consistent processes and expectations for Client Coordinators.
Monitor the quality and accuracy of work and provide coaching.
Train and develop Client Coordinators on company systems and procedures.
Lead the hiring, onboarding, performance management, and development of Client Coordinators.

Required qualifications

Bachelor’s degree from an accredited university and at least two years of customer service management experience, or an equivalent combination of education, training, and experience in industrial pack
Demonstrated knowledge of call center operations, customer service department structure, and effective team organization.
Working knowledge of customer relationship management systems.
Thorough knowledge of outbound calling techniques and customer service measures of success.
Demonstrated ability to communicate effectively, both verbally and in writing.
Background in distribution methods, process improvement programs, and procedures.

About the company

Ernest is the largest privately owned packaging company in the United States. Founded in 1946, the company has a people first culture where relationships matter and collaboration is valued.