Job Description

WHAT IS BARRETT DISTRIBUTION CENTERS? Simply put, Barrett Distribution is a leader in providing customized third-party logistics, omni-channel distribution, and direct-to-consumer fulfillment services for customers in a variety of industries. That being said, we are \xe2\x80\x93 more than anything else \xe2\x80\x93 a trusted consultant to our customers, and we work tirelessly to find solutions to the challenges they face. WHO WE\xe2\x80\x99RE HUNTING FOR: We\xe2\x80\x99re always targeting smart, hard-working and skilled top performers who are interested in joining a fantastic team within a fast-growing company. If you\xe2\x80\x99re great at what you do and passionate about doing it, and are looking for a new home that rewards excellent work, effort and collaboration, Barrett is the place for you! WHY YOU\xe2\x80\x99LL LOVE WORKING FOR BARRETT DISTRIBUTION:

• Health, dental and vision insurance
• Opportunities for advancement \xe2\x80\x93 we love to promote from within!
  • Ongoing training and leadership development
• Profit-sharing program \xe2\x80\x93 all employees benefit when the company succeeds!
• Competitive compensation
• Tuition reimbursement
• 401K savings plan with company match
• PTO
• A second-to-none culture where you\xe2\x80\x99ll be treated like family and allowed to excel

THE POSITION: The Client Support Manager, reporting to the General Manager/Sr. Operations Manager, is responsible for managing all account activity and relationships with the Client Support Team and will maintain and improve quality through the integration of activities between Barrett and clients necessary to establish a culture of service and operational excellence. The shift for this position will be 8:30am-5:00pm, Monday through Friday. The salary range for this position is $80,000 -$90,000, depending on experience.
WHAT YOU\xe2\x80\x99LL DO: You\xe2\x80\x99ll consistently apply the following core values as you interact with people both inside and outside of our organization:

• Always Better

• Utmost Integrity

• Dedication to the Customer

• I am an Owner

• Open and Honest communication

You\xe2\x80\x99ll be responsible for knowing and acting in accordance with Barrett\xe2\x80\x99s vision to WOW our customers, partners, and fellow employees with every interaction. YOUR DAY-TO-DAY:

• Accountable for directing and supporting all aspects of order fulfillment and day-to-day customer relationship management.
• Provide leadership and oversight of the Client Support Specialists; develop and communicate clear goals and expectations for the team.
• Attract, develop and retain high-performing, diverse talent within the business; build future leaders through mentoring and serving as a role model.
• Partner with the Business Process Optimization (BPO) team to develop internal quality tools and manuals that will help coach, develop and train staff.
• Ensure efficiency of the team through staff training, preparation of guidance manuals, and implementation of performance metrics.
• Cross-train Client Support Specialists on different accounts to ensure business continuity and staffing flexibility.
• Ensure daily goals, pertinent facility information, and company-wide communications are clearly communicated to all staff members in a timely, effective manner.
• Educate Client Support Specialists on Barrett\xe2\x80\x99s business and open book financials.
• Foster a culture of continuous improvement and support improvement initiatives by encouraging collaboration and teamwork amongst all staff members.
• Work closely with the General Manager/Sr. Operations Manager to recommend improvements and enhancements to our service proposition so we can become trusted advisors.
• Provide reports to the business, including regular feedback and statistics on productivity and adherence to service levels.
• Identify improvement opportunities and take appropriate action as required; oversee the timely and satisfactory resolution of all scorecard related client complaints
• Develop and cultivate a strong relationship with customers by addressing all inquiries and concerns regarding work orders, invoices, shipments, and inventory counts; ensure \xe2\x80\x9cone call resolution\xe2\x80\x9d for our clients.
• Coordinate special and last-minute shipping requests, expediting any order as necessary.
• Manage client information using the applicable software platforms (Synapse, Salesforce, etc.); update Salesforce to include up-to-date client contact information and client-related activities.
• Understand and ensure compliance with all regulatory shipping documentation requirements.
• Track and address all Client Service-related Non-Conformity Reports (NCRs) and work with management to establish a root cause analysis and develop corrective action plans.
• Ensure timely and accurate invoices to customers for receiving, outbound processing, month-end billing, and all special requests and services.
• Obtain and have a deep understanding of retailer compliance manuals and communicate the requirements accurately and effectively to the customer service staff.
• Perform other related duties as needed.

WHAT YOU\xe2\x80\x99LL BRING TO THE TABLE:

• A team-first, collaborative approach
• Passion for the outstanding work you do
• The desire to be part of a family-oriented, employee-centric organization that truly wants its team members to succeed
• Minimum 2 years college required. Bachelor\xe2\x80\x99s degree strongly preferred. May substitute 4 years\xe2\x80\x99 supervisory experience for college degree.
• A minimum of 5 years of proven experience in a customer service position; minimum of 2 years\xe2\x80\x99 supervisory experience required.
• Ability to read, write, and communicate effectively in English (Bilingual Spanish/English skills preferred).
• Proficient with all Microsoft applications; Warehouse Management Systems preferred.
• Working knowledge of 3PL warehouse operations, supply chain, and transportation preferred.
• Must demonstrate a high level of interpersonal and communication skills with the ability to work well under pressure and problem solve across a variety of business processes.
• Able to balance competing priorities, complex situations, and tight deadlines. Strong emphasis on organizational skills and attention to detail.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified. Barrett Distribution Centers is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender, gender identity/expression, mental or physical disability, genetic information, choice of health insurance, marital status, age, veteran status or any other basis protected by law.