Manager, Client Services - 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.
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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
• Works near and in manufacturing area
• Must be able to lift up to 25lbs