Client Services Team Leader Location: Owings Mills Job Description Holland & Sherry is searching for a highly motivated & hands-on Client Services Team Leader. This role will oversee the day to day workflow within the Client Services team, as well as provide our sales teams & clients with logistical support, including:

Lead-by-example direction for the Client Services team to drive operational efficiency

Customer-centric focus & the ability to positively influence a team to deliver a thoughtful client experience

Deliver honest feedback in a way that prompts employee accountability & development

A strategic thinker who is solution driven & uses an inquisitive mind to drive change

Support teammates with individual development and foster a positive work culture

Highly approachable with excellent interpersonal skills

Job Requirements

Monitor the successful delivery of all orders handled by the team

Supervise answering calls & emails from clients seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, & any other issues that may arise in the order fulfillment process

Strategically plan, test, & adjust all order processes for continuous improvement

Ensure order processes are documented & maintained to be used as training materials (manuals, quick guides, preset emails, etc)

Collaborate with the purchasing departments to establish & implement vendor guidelines

Partner with HR for any hiring needs

Oversee all new & ongoing team training

Manage coverage to ensure appropriate staffing levels