Client Experience Lead

About ITS Logistics

Are you ready to unleash your potential and be a part of one of the fastest growing, exciting, logistics companies in the US? ITS Logistics is a premier Third-Party Logistics company that provides creative supply chain solutions.  With the highest level of service, unmatched industry experience and work ethic, and a laser focus on innovation and technology–our purpose is to improve the quality of life by delivering excellence in everything we do.

At ITS, we invest in your personal and professional growth, providing the tools, resources, and support you need to unleash your full potential, collaborate with like-minded teammates, and seize limitless opportunities. By joining our all-star team, you will be part of an organization that values your unique skills, encourages your drive for excellence, and recognizes your unwavering commitment to achieving our shared goals.

We empower our team members to become champions in their respective fields by nurturing a culture of collaboration, competition, and unyielding resilience. We believe that together, we can conquer any challenge and achieve remarkable victories.

Want to learn more about ITS Logistics?  Check out our website!  www.its4logistics.com

Position Summary

The Client Experience Lead plays a critical role in supporting key customer accounts and ensuring service excellence across the Client Experience team. This role provides leadership support for 2–3 high-impact accounts, owning the hyper care phase following implementation and driving a smooth transition to steady-state operations. The Client Experience Lead supports the Account Manager in guiding the Account Specialist team, maintaining proactive client communication, and resolving service issues in partnership with warehouse operations. Through KPI monitoring, process oversight, and team mentorship, this role ensures client satisfaction and continuous improvement across internal workflows.

Principle Accountabilities

• Provide leadership support for 2–3 key accounts by maintaining a strong understanding of client operations, needs, and goals; may directly manage 1–2 accounts as needed
• Own the hyper care phase post-implementation, acting as the primary point of contact to ensure a smooth transition to steady-state operations
• Assist the Account Manager with daily team oversight, including workflow coordination, task prioritization, and performance support for Account Specialists
• Maintain timely, professional, and proactive communication with clients to strengthen relationships and ensure service alignment
• Monitor key account KPIs, identify performance risks, and partner with the Account Manager and warehouse operations on resolution strategies
• Collaborate cross-functionally to resolve service issues, participating in root cause analysis and corrective action planning
• Ensure client documentation—including SOPs and escalation paths—is accurate and up to date
• Train, coach, and support Account Specialists to uphold service standards and client expectations
• Identify and implement improvements to enhance the client experience and drive internal process efficiency

Position Requirements

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

• 3–5 years of experience in a customer-facing or operations support role, preferably in a logistics or warehouse environment
• Proven leadership capabilities with experience managing or mentoring a small team
• Excellent problem-solving, analytical, and decision-making skills
• Strong communication skills, both written and verbal
• Ability to prioritize and manage multiple client needs in a fast-paced environment
• Familiarity with WMS and ERP systems strongly preferred
• Solid understanding of MS Office Suite (Word, Excel, Outlook)
• Positive attitude and commitment to exceptional service