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Senior Manager, Client Experience

Harrisburg, Pennsylvania, United States

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 Senior Client Experience Manager will be based at our Harrisburg, PA, warehouse, 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.

Principle 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.

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