Client Service Manager

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 Summary 

The Client Service Manager serves as a critical link between ITS and our valued customers.  The Client Service Manager handles key communication with clients, manages, reports, and improves on client-specific performance, and operates as a liaison between warehouse operations and the ITS clerical team.  The Client Service Manager is supported by a small team of direct reports in the Client Services Representative (CSR) role. 

Principle Accountabilities 

• Oversee a team of 3 – 6 Client Services Representatives, supporting various client accounts while providing day-to-day direction and support to your team 

• Serve as an escalatory contact for account-related questions and issues 

• Provide proactive and positive communication to clients on account performance, key issues, improvements, and business changes 

• Perform weekly audits of client billing with a focus on accuracy and reducing revenue leakage 

• Act as a liaison between your client services team and the warehouse operations leadership team, work together to improve the overall client experience 

• Assist in creation and maintenance of client-specific standard operating procedures (SOPs) 

Position Requirements 

Requirements for this position include, but are not limited to: 

• Bachelor’s Degree preferred, but not required 

• Five + years of experience in a client facing or customer service environment with WMS/ERP systems experience and progressive experience strongly preferred 

• Excellent leadership and organizational skills, advanced problem resolution skills 

• Strong verbal and written communication skills 

• Solid understanding of MS Office Suite (Word, Excel, Outlook, etc.) 

• Positive, team-first attitude and strong work ethic 
• Demonstrated ability to multi-task and prioritize needs for multiple clients simultaneously 

Compensation  

Competitive salary (DOE). This position is qualified to participate in a company incentive plan. A comprehensive multi-tiered benefits plan, paid time off and a matching 401k are included. We also offer unique fitness perks. 

  
Job Type: Full-time