Client Experience Manager (Alliance, TX area)

About ITS Logistics

ITS Logistics is a premier Third-Party Logistics company (3PL) that provides personalized supply chain solutions with an asset-based dedicated fleet, warehousing and distribution services, and a nationwide multi-modal asset-lite division. Founded in 1999, ITS Logistics operates daily throughout the U.S. and proudly offers unparalleled service backed by its strong family values and work ethic. ITS’ continued growth and increasing market share have been largely attributable to the Company’s client-first model and relentless pursuit in upholding its core values.  ITS’ recent performance has been highlighted by its placement within the Top 75 for Distribution Services, Top 40 for Dedicated, Top 25 for Asset-Lite and Top 20 for Drayage Services, nationwide in 2021. To learn more about ITS, go to www.its4logistics.com.  

The Culture

Our associates enjoy a strong sense of teamwork, community, and career growth. We actively seek team members who will add value to the business and strength to our culture. Treating others with respect and compassion is at the core of the ITS philosophy. We provide a safe and positive working environment for our employees and offer opportunities to grow, both personally and professionally. This belief also extends to our community, where we work to provide economic stability through quality employment opportunities and give back whenever we can. 

Position Overview
 

The Client Experience Manager will be based at our Fort Worth, TX near Alliance, warehouse, and corporate office and will report to the Vice President, Client Success.  This position provides overall supervision to the customer service department and ensures that all operations run in an effective and professional manner.  

Principal Accountabilities

Additional duties include but are not limited to:

• Executes goals and objectives set by Leadership to ensure excellent service to the company’s internal and external clients.
• Fosters an energetic and collaborative Customer Service environment and partnership, working with Operations Management to provide the best end-to-end service to the client.
• Plans and directs the activities of the Customer Service Department.
• Creates a continuous learning environment for all Customer Service team members.
• Creates and/or oversees that SOP’s are written for all Customer Service processes, procedures, and functions.
• Coordinates special and last-minute shipping requests, expediting orders as necessary.
• Understands and complies with all regulatory shipping documentation requirements.
• Continuously provides new ideas that promote the efficiency and effectiveness of the Customer Service Department.
• Ensure delivery of business products and services within established timeframes. Works to exceed customer expectations.
• Leads the effort in accepting, resolving, and following up on customer complaints.
• Recommends and implements procedural, policy, technical and personnel ideas on an ongoing basis by interfacing with operations personnel, customers, and support departments.
• Undertake job responsibilities in a manner consistent with the company's Core Values.

Position Requirements

The successful Candidate will bring this position strong business acumen, be technically adept with a strong aptitude for customer service management, preferably in a distribution environment.    Additional requirements include:

• Bachelor’s degree in business administration or related field.
• Supervisory/management experience in a customer service environment.
• Strong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint and Excel required. 
• Must have exceptional leadership skills
• Ability to meet aggressive deadlines, manage multiple complex projects simultaneously and able work in a fast-paced, dynamic work environment.

• Excellent problem solving, analysis and decision-making skills.
• Strong organizational skills and ability to multi-task required.
• Ability to gather information, conducts analysis, develop, and implement effective strategies.
• Excellent communication, interpersonal and presentation skills.
• Ability to communicate professionally, both written and verbally with individuals at all levels of the organization, external contacts, customers, and potential customers.

Compensation 

Competitive salary (DOE). This position is qualified