What are the responsibilities and job description for the Manager, Client Services position at Outform Group?
Job Summary
This leadership role is responsible for overseeing the relationship between the RNRTL / Outform and its clients, ensuring the highest levels of customer satisfaction and retention. The role focuses on managing and enhancing client accounts, driving operational excellence in third-party logistics (3PL) solutions (B2B), and collaborating with cross-functional teams to meet client expectations. This position requires a combination of leadership, logistics knowledge, excellent communication skills to deliver outstanding customer experiences in the warehousing & distribution industry.
Responsibilities
Client Relationship Management :
Builds and maintains strong, long-term relationships with key clients, leading a team of Client Service Managers and Call Center Supervisor, and acts as primary point of contact with key clients.
Develops and implements strategies to improve client retention and satisfaction.
Serves as a trusted advisor to clients, understanding their needs and helping to solve business challenges.
Acts as the escalation point for resolving complex client issues, ensuring prompt and effective resolution.
Strategic Planning & Account Management :
Oversees and leads client account management activities, ensuring effective communication and collaboration between clients and internal teams.
Develops and executes strategic account plans to ensure that client goals are met, and expectations are exceeded.
Collaborates with sales and business development teams to onboard new clients and expand services with existing clients.
Analyzes key performance indicators (KPIs) and business metrics to drive continuous improvement in service delivery.
Operational Excellence :
Works closely with internal operations teams (warehousing, transportation, IT, etc.) to ensure the seamless execution of fulfillment, distribution and logistics solutions.
Monitors and optimizes service levels, ensuring that all logistics operations align with client specifications and industry standards.
Identifies opportunities for process improvements, cost savings, and efficiency gains, both for clients and internally.
Leadership & Team Development :
Leads, mentors, and develops a Client Services team, fostering a culture of accountability, professionalism, and customer-centricity.
Establishes clear goals and performance metrics for the team and provides ongoing coaching and support.
Collaborates with senior leadership to define departmental goals and contribute to broader company objectives.
Business Growth & Development :
Supports Sales & Business Development to identify opportunities for cross-selling services to existing clients.
Contributes to proposals, RFPs (Request for Proposals), and contract negotiations for new business.
Helps clients navigate new services, technology solutions, and innovations that could benefit their operations.
Reporting & Analysis :
Regularly reports to senior leadership on client satisfaction, service performance, and business growth.
Prepares and presents strategic and operational reports, highlighting key trends, opportunities, and challenges.
Uses data and client feedback to drive continuous service improvements.
Qualifications
Education & Experience :
Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field (Master’s degree preferred).
8 years of experience in client services or account management within the logistics, transportation, or supply chain industry.
5 years of leadership experience in a client-facing role, managing teams and overseeing large-scale client accounts.
Experience with third-party logistics (3PL), transportation management systems (TMS), warehouse management systems (WMS), or other logistics solutions.
Skills & Competencies :
Strong understanding of supply chain logistics, inventory management, and transportation operations.
Proven ability to build and maintain strong client relationships and exceed client expectations.
Excellent communication, negotiation, and interpersonal skills.
Strong leadership abilities, with a track record of successfully managing teams and driving performance.
Analytical mindset with the ability to interpret data, generate insights, and make informed decisions.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Proficient in Microsoft Office Suite, CRM software and ERP
Key Personal Attributes :
Customer-focused with a passion for delivering exceptional service.
Solution-oriented with a proactive approach to problem-solving.
Strong business acumen and the ability to contribute strategically to the growth of the company.
Ability to work collaboratively across departments to drive client success.
Physical Requirements
Reaching above shoulder heights, below the waist or lifting to file documents or store materials
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