The Position: The Client Support Manager, reporting to the General Manager/Sr. Operations Manager, is responsible for managing all account activity and relationships with the Client Support Team and will maintain and improve quality through the integration of activities between Barrett and clients necessary to establish a culture of service and operational excellence.
This position works Monday through Friday, from 8:00am- 5:00pm.
The compensation for this position ranges from $90K to $110K, depending on experience.
How You'll Make an Impact:- 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.
- Ensures 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.
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified. 
