Senior Client Services Manager
Cart.com
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See open jobs at Cart.com.See open jobs similar to "Senior Client Services Manager" Oak HC/FT.Job Description:
Who We Are:
We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery.
We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.
Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.
Cart.com Fast Facts:
- 6,000+ customers worldwide
- 1,600+ employees globally
- 17 warehouses nationwide, totaling over 10 million square feet of space
- Headquartered in Houston, TX with international offices in Mexico and Poland
Our values:
Cart.com is building a company that is committed to living out these 6 core values:
- Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
- Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
- Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
- Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
- Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
- Remember to be human: We work hard, but we leave room for the people, places and things that we love.
This position is open to applicants or individuals who are located in or willing to move to AZ, CA,CO, CT,DE,FL, GA, HI, IL, IN, KY, MD, MA, MI, MS, NE, NV, NJ, NY, NC,OH, OR, PA, SC, TN, TX, UT, VA, WA.
The Role:
Cart.com, is hiring a Senior Client Service Manager. Our talented, dedicated team of Client Service Managers (CSMs) are the connective tissue between our clients and our operations teams on the ground floor. The right Senior CSM helps bridge the gap between both sides to deliver a better experience for everyone.
The ideal candidate will be a bilingual speaker of both English & Spanish who is a rockstar listener and communicator with a knack for knowing how to prioritize their workload. You are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. You easily connect and relate with others and use that skill to influence outcomes.
If listening to clients share how we can improve sounds like it might stress or burn you out, or you don’t like dealing with change, this role is not for you.
If you’re still interested, here’s a look at what you’ll be doing every day...
Responsibilities:
Create a comprehensive strategic account plan
Communicate clear expectations for our clients and Operation teams that serve both group’s goals
Work with our Operations team to identify and resolve issues on behalf of our brands
Connect with our clients and get to know the people behind the brands we serve
Proactively find ways to better serve our clients through other Cart services
Understand client contracts and interact with client management
Be the point person with clients on escalated issues
Collaborate with CSM leaders on ways to make our CSM team better and more efficient
Coordinate new programs with current clients in a timely and cost effective manner
Monitor contract adherence
Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
Prepare reports and presentations for clients and ops as needed
Knowledge/Skills/Abilities:
Exceptional interpersonal and communication skills, both verbally and in writing
Excellent prioritization and project management skills
Ability to handle multiple tasks
Excellent problem solving skills
Adaptability to change
Ability to work independently
Ability to remain calm and tolerate stress
Excellent organization skills
Strong analytical skills
Excellent computer skills
Detail oriented
Sense of urgency
eCommerce knowledge and experience
Retail business knowledge and experience
Diplomacy and the ability to influence outcomes
Experience:
5+ years professional experience in a customer/client service manager role in which you were client facing and directly managed multiple client accounts to liaise between your clients and the business.
5+ years professional experience where you directly influenced improving internal processes or solutions to better serve your clients.
2+ year’s experience in a Call Center, Customer Service environment.
Knowledge and experience in eCommerce and/or retail business
Nice to Haves:
Enterprise level experience with Call Center clients
Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This job is no longer accepting applications
See open jobs at Cart.com.See open jobs similar to "Senior Client Services Manager" Oak HC/FT.