Client Support Manager

Who We Are:
Barrett Distribution Centers is a leader in providing customized third-party logistics, omni-channel distribution, and direct-to-consumer fulfillment services for customers in a variety of industries.

We are – more than anything else – a trusted consultant to our customers, working tirelessly to find solutions to their business challenges.

Who We’re Looking For:
We’re always on the lookout for smart, hard-working, and skilled top performers who are interested in joining a fantastic team within a fast-growing company
If you’re great at what you do, passionate about doing it, and looking for a new home that rewards excellent work, effort, and collaboration, Barrett is the place for you!

Why You’ll Love a Career at Barrett Distribution Centers:
• Health, dental, and vision insurance
• Opportunities for advancement – we love to promote from within!
◦ Ongoing training and leadership development
• Profit-sharing program – all employees benefit when the company succeeds!
• Competitive compensation
• Tuition reimbursement
• 401K savings plan with company match
• PTO
• A second-to-none culture where you’ll be treated like family and allowed to excel
What You’ll Do:
You’ll consistently apply the following core values as you interact with people both inside and outside of our organization:

1. Always Better
2. Utmost Integrity
3. Dedication to the Customer
4. I am an Owner
5. Open and Honest Communication
You’ll be responsible for knowing and acting in accordance with Barrett’s vision to WOW our customers, partners, and fellow employees with every interaction.


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.

Your Day-to-Day:

• Accountable for directing and supporting all aspects of order fulfillment and day-to-day customer relationship management.
• Provide leadership and oversight of the Client Support Specialists; develop and communicate clear goals and expectations for the team.
• Attract, develop and retain high-performing, diverse talent within the business; build future leaders through mentoring and serving as a role model.
• Partner with the Business Process Optimization (BPO) team to develop internal quality tools and manuals that will help coach, develop and train staff.
• Ensure efficiency of the team through staff training, preparation of guidance manuals, and implementation of performance metrics.
• Cross-train Client Support Specialists on different accounts to ensure business continuity and staffing flexibility.
• Ensure daily goals, pertinent facility information, and company-wide communications are clearly communicated to all staff members in a timely, effective manner.
• Educate Client Support Specialists on Barrett’s business and open book financials.
• Foster a culture of continuous improvement and support improvement initiatives by encouraging collaboration and teamwork amongst all staff members.
• Work closely with the General Manager/Sr. Operations Manager to recommend improvements and enhancements to our service proposition so we can become trusted advisors.
• Provide reports to the business, including regular feedback and statistics on productivity and adherence to service levels.
• Identify improvement opportunities and take appropriate action as required; oversee the timely and satisfactory resolution of all scorecard related client complaints
• Develop and cultivate a strong relationship with customers by addressing all inquiries and concerns regarding work orders, invoices, shipments, and inventory counts; ensure “one call resolution” for our clients.
• Coordinate special and last-minute shipping requests, expediting any order as necessary.
• Manage client information using the applicable software platforms (Synapse, Salesforce, etc.); update Salesforce to include up-to-date client contact information and client-related activities.
• Understand and ensure compliance with all regulatory shipping documentation requirements.
• Track and address all Client Service-related Non-Conformity Reports (NCRs) and work with management to establish a root cause analysis and develop corrective action plans.
• Ensure timely and accurate invoices to customers for receiving, outbound processing, month-end billing, and all specia