Client Service Manager

The Client Service Manager is the main liaison between the clients and the Bergen Logistics warehouse teams, office, and technical staff. They provide responsive, friendly, and helpful customer service to our high-profile clients. The Client Service Manager requires strong interpersonal skills to develop and maintain good working relationships with both internal and external clients, with a high level of service.  The Client Service Manager requires strong analytical skills to ensure the accuracy of the client’s logistics requirements in a timely, professional, and positive manner.

Duties and Responsibilities

• Possess a natural tendency to organize and keep track of what is going on. Detailed oriented and can see things through to their conclusion.
• Proven ability to multitask with flawless attention to detail. Ability to prioritize for maximum efficiency. Strong problem-solving skills.
• Ability to work well under pressure in a fast-paced busy office/warehouse environment with shifting priorities while maintaining deadlines.
• Ability to see what is needed in advance and shows a sense of urgency.
• Prepare, analyze, and send daily reports.
• Coordinate and monitor warehouse inbound and outbound shipments, such as E-commerce, wholesale and retail. Working with appropriate parties to quickly resolve issues that delay timely processing and ensure orders are shipped within the expected windows.
• Monitor WMS system to track SLA. Address late orders as needed.
• Communicate with warehouse teams and escalate issues.
• Prepare reports for senior leaders and clients when needed.
• Intercept carrier packages as needed.
• Assist in training new clients on using the WMS.
• Maintain the most current vendor compliance information, thoroughly and efficiently gather customer information, and educate the client where applicable.
• Respond to client inquiries in a timely fashion.
• Research error resolution for inventory issues.
• Handle complaints, settle disputes and resolve conflicts with clients while maintaining a cooperative working relationship and escalate when necessary.
• Ensure company policies and procedures are adhered to in a professional manner, providing the highest service to clients.
• Review billing to identify issues and ensure accuracy.
• Train and coordinate tasks with the Assistant Client Service Manager

• 1 to 3 years of relevant experience in customer service.
• A high school diploma or equivalent is preferred.
• Third Party Logistics experience a plus.
• Self-motivated and detailed oriented.
• Strong work ethic with a self-driven desire to succeed.
• Strong customer service orientation.
• Proficient: Computer skills (Microsoft/Google).
• 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.