Under the direction of the Client Services Director, the Client Services Manager is responsible for the professional development of their team members and for overseeing the success in communications and reporting regarding their specific area and sector. Through successful team building and standards implementation, the Manager will report trends, implement new initiatives,develop standard operating procedures, and set policies for the triaging and processing of all claims,globally and drive improvements while working closely with the entire JEC Team. to ensure standards and procedures are current and available to all. The Client Services Manager will also be the main point for escalated items at the VP/Director level. This job is located in Santa Fe Springs, CA. It is in office Mon-Fri.
Salary Range $70k-80k a year
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversee a team of 10+ Client Service Reps, including remote team members.
- Working with your team Leads, oversee and set data-based goals (KPls) for your team members
- Maintaining Monthly meetings with our Sales Partners to bridge gaps and discuss areas of opportunity
- Manage all team projects and orders to successful conclusion.
- Manage key accounts and assist in building trust and relationships through successful completion of their orders.
- Lead your team to success by setting and upholding expectations in order to create a fair and inclusive work environment.
- Drive improvements within all team projects and identify areas of opportunity which will impact the Company's bottom line performance.
- Assist Team with escalations, driving the post-escalation with follow-up procedural documents (e.g. Case Studies) in order to prevent recurrence and promote growth internally
- Strive to ensure consistent standards for all while proactively and continuously measuring the success of your team against top-line company goals.
- Build and maintain strong working relationships with leadership on process improvement efforts and sharing best practices to further implement successful standards.
- Monitor and track SLAs and Quality.
- Creating reports and providing updates to management teams regarding trends
- Resolving issues related to orders and shipments
- Managing outstanding invoices for all client accounts
- Network with other department heads and colleagues to strengthen relationships in order to manage the effectiveness of your team.
- Develop team members by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships.
- Other duties as assigned AD HOC
SUPERVISORY RESPONSIBILITIES:
- Directly manages the Client Services Team
- provides coaching, direction, develops and empowers direct reports
- Ensures workflow and processes are to maximum efficiencies for business necessity
QUALIFICATIONS: The following are the minimum qualifications which an individual needs to successfully perform the duties and responsibilities of the position.
- Bachelor's Degree or Relevant Work Experience
- Five years minimum of customer service management experience.
- Two years' experience within the A&D industry or similar experience. Manufacturing or dealership background a plus.
- Excellent verbal, writing, and editing skills.
- Excellent time-management and ability to juggle multiple projects simultaneously.
REFLECTS OUR BRAND VALUES:
- We listen to our Customers
- We rely on our Members
- We honor Integrity
- We embrace Continuous Leaming
- We lead with Design
- We create Value
- We make the World Better
