The Client Service Manager is responsible for owning the end-to-end operational execution and client relationship for assigned accounts, ensuring consistent performance, service excellence, and long-term partnership success. This role drives account strategy, oversees daily operations, and ensures alignment between client expectations and internal execution. The Client Service Manager proactively identifies opportunities for improvement, mitigates risks, and collaborates cross-functionally to deliver high-quality service while supporting account growth and retention.
Schedule: Monday-Friday 8:00am-4:30pm
Compensation: $60,000/annually
- Serve as the primary point of contact for assigned client accounts, managing all day-to-day communication and relationship needs.
- Own end-to-end client service execution, ensuring a consistent and high-quality customer experience.
- Manage client expectations while ensuring adherence to SLAs, KPIs, and contractual service requirements.
- Monitor active, dispatched, and in-transit orders to ensure performance standards and timely execution.
- Lead regular client performance discussions, providing insights, reporting, and actionable recommendations.
- Proactively communicate with clients regarding shipment status, service updates, risks, and issue resolution.
- Resolve client escalations with urgency, accountability, and cross-functional coordination to ensure timely outcomes.
- Partner closely with carrier operations, pricing, sales, and other internal teams to ensure seamless execution and support client needs.
- Identify opportunities to improve service delivery, operational efficiency, and overall client experience.
- Drive client retention and satisfaction through consistent communication, reliability, and proactive service management.
- Manage accounts of varying complexity, size, and volume while maintaining high service standards.
- Ensure accuracy and attention to detail across all orders, updates, and system entries, including thorough auditing of account activity.
- Oversee and support continuous process adherence, data integrity, and operational compliance.
- Foster a culture of continuous improvement by collaborating with team members to enhance processes, workflows, and compliance procedures.
- Supervise and support direct reports through regular coaching and development, including conducting monthly one-on-one meetings.
- Address employee performance issues in a timely and constructive manner, implementing improvement plans as needed.
- Additional duties, assigned to support business needs.
Required Qualifications – Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered. (Additional requirements may be designated by position.)
- High school diploma or equivalent; Bachelor’s degree in business or a related field is preferred.
- 4-6 years of experience in client services, account management, operations, logistics, supply chain, or related customer-facing roles.
- Prior experience working with logistics software is required.
Knowledge, Skills and Abilities – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.
- Proven ability to manage and resolve escalations with urgency, professionalism, and accountability.
- Strong cross-functional collaboration experience working with operations, sales, pricing, and carrier management teams.
- Leadership experience, including coaching, mentoring, or developing team members in an operational or client-facing environment.
- Ability to manage multiple complex accounts simultaneously in a fast-paced, high-volume environment.
- Working knowledge of Zendesk preferred.
- Proficient in Microsoft Office programs and other general office equipment.
- Organized thinker with exceptional attention to detail.
- Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business needs.
- Demonstrated problem-solving skills with the ability to identify risks and support issue resolution.
- Demonstrated ability to lead day-to-day operational activities and provide guidance to team members in a fast-paced environment.
- Excellent communication skills, both verbally and in writing.
- Ability to deliver exceptional customer service.
- Positive attitude, team player.
- Ability to multi-task.
- Intermediate-level data entry skills.
- Ability to work independently.
- Willingness to learn and assume responsibility.
- Personal responsibility to manage change.
- systems (TMS), CRM platforms, workflow tools, and operational reporting systems preferred.
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
- General office conditions. Exposed to moderate noise levels.
Physical Abilities - Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Required to use close vision and be able to focus.
- Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
- Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
- Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
- Regular attendance is a necessary and essential function.
This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
