Client Service Manager Lead

We are seeking a highly motivated and experienced Client Service Manager Lead to join our dynamic team. This role is crucial in ensuring the success of our client service team and contributing to overall client satisfaction.

Duties and Responsibilities

• Act as the first-level escalation point for your assigned teams.
• Communicate any escalated issues or conflicts to the Senior Account Manager (Sr. AM) for resolution.
• Effectively handle and resolve client issues, providing guidance and support to team members.
• Work closely with the team's ZOHO to ensure that performance targets and service level agreements are met.
• Collaborate on strategies to enhance team efficiency and effectiveness in meeting client needs.
• Contribute to new hire training programs, ensuring comprehensive onboarding for all team members.
• Assist in the creation and maintenance of Standard Operating Procedures (SOPs) as needed.
• Monitor and ensure team members' active participation in training programs, taking proactive steps to address additional training needs.
• Listen attentively to team members' feedback and concerns, providing constructive support.
• Assist in leading customer calls on behalf of the Senior CSM, showcasing leadership and expertise in client interactions.
• Work collaboratively with your team to foster a positive and productive working environment.
• Contribute actively to the team's success and growth, aligning efforts with organizational objectives.

Requirements

• 2 to 5 years of experience in client service management, account management, or a related field.
• A high school diploma or equivalent is preferred.
• Previous experience in the logistics industry is highly desirable.
• Demonstrated success in building and maintaining client relationships.
• Excellent communication skills, both written and verbal.
• Strong interpersonal and relationship-building skills.
• Problem-solving and decision-making abilities, especially in high-pressure situations.
• Ability to understand and articulate complex logistical concepts clearly.
• Proficiency in using customer relationship management (CRM) software.
• Time management and organizational skills to handle multiple tasks and clients simultaneously.
• Flexibility to adapt to changing client needs and industry trends.
• Ability to thrive in a fast-paced and dynamic environment.
• Aligned with Bergen’s How We Work Together Principles including: investing in People Development, creating a Safe Environment, treating others with Respect, being able to work as part of a Team, having Trust in others, having Passion for our work and clients, having good Communication skills and having high Accountability for oneself and others.