Parallel Employment Looking for Client Services Supervisor $22.00 – $23.00/hr Full Time

Warehouse facility that represents leading brands at the point of purchase – in store, online, and behind the scenes – including digital and traditional signage, print and POP, branded merchandise, and more. Our marketplace is solution agnostic, so our clients achieve best execution at lowest price throughout North America. Our integrated platform (planning, procurement, freight, warehousing, kitting, fulfillment, field execution, analytics, and program management) empowers our clients to stay at the strategic level, knowing that we can help turn their marketing vision into a reality. An inter-connected global network of leading marketing communication companies offering a diverse, comprehensive range of marketing solutions spanning brand advertising, customer relationship management, media planning and buying services, public relations and numerous specialty communications services to drive bottom line results for its clients.

POSITION DESCRIPTION

The Client Services Supervisor will be responsible for overseeing a team of service associates, while multi-tasking across a variety of duties in a fast-paced environment supporting our POS and/or Branded Merchandise clients, and cleint account, production and warehouse operations teams.

Primary Responsibilities Include:

• Oversee all activity and allocate daily Client Services workload and responsibilities across POS and/or Branded Merchandise teams

• Monitor progress of all tasks to ensure prompt and accurate completion
• Ensure prompt resolution of client/customer concerns to complete satisfaction
• Ensure CSR’s are available to answer calls, process orders, and respond to customer emails
• Monitor the daily operation volume and pitch in during peak times
• Develop and support a strong, capable, knowledgeable Client Services team

• Disseminate timely account-specific information to Client Services team
• Provide team associates with tools necessary to perform job duties
• Monitor quality of calls to ensure customer satisfaction, and ensure company policies, processes and procedures are followed
• Provide timely constructive feedback to Client Services Representatives and document and participate in disciplinary action as needed
• Train new hires and provide ongoing training to existing associates as needed on systems, web sites, clients, products, processes, and procedures
• Drive continuous improvement on all Client Services’ processes and procedures, documenting all modifications along the way
• Provide support to extended Client Services team as well as other internal IMS teams: Account, Production Teams, Finance, Operations/Warehouse
• Provide leadership for special client projects, new client startups or company initiatives
• Provide direct client support where needed for Logistics-only or adhoc client work which may require freight or project estimating
• Compile reports and provide analysis as required for clients as well as internal operations associates – daily, weekly, monthly, on-demand
• Compile CS agent-specific reports for clients – daily, weekly, monthly
• Develop proficiency using IMS tools to support, manage and report on CS activity including JD Edwards, Natterbox soft-phone, and case management platform

Requirements

• 5 years of Customer/Client Service Experience, with a minimum of 2 years’ in a Senior or Team Lead role
• Excellent organization, communication and interpersonal skills, and the ability to work independently and manage priorities under tight timelines
• Quick learner who takes initiative, is proactive, and manages details effectively and efficiently
• Must be poised and possess a calm working style and work well under pressure
• Critical thinker with strong analytical skills and problem solving ability
• Ability to handle a variety of tasks effectively and efficiently
• Ability to prioritize multiple projects and requests
• Must be a team player
• Excellent knowledge of Microsoft Office Suite products
• Experience with AS/400 is required

Benefits

$22.00 – $23.00/hr

Comprehensive compensation and benefits package that includes medical, dental, vision, Profit Sharing and 401(k), a generous paid time off policy and more!

Direct Hire or temporary to permanent opportunity.

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Parallel Employment