Kforce has a client in search of a Senior Client Services Representative in San Bernardino, CA.
The Client Success Manager serves as a leader in the Merchant Experience organization, responsible for leading a team of account coordinators and account managers. They are responsible for their growth and development, for delivering best in class service to merchants and for resolving escalated merchant issues.
Lead and manage a team of 8-10
Recruit, train, mentor and scale the team
Drive positive Merchant Success outcomes
Develop frameworks for team to leverage in Merchant engagements
Develop standardized playbooks for interventions and escalations
Build and maintain strong relationships with merchants
Gain a deep understanding of our merchants' business goals
Collaborate with warehouse GMs and Operations leaders to resolve escalated issues and drive ongoing improvements
Bachelor's degree in Business or Communications preferred
2-3 years of experience in logistics or supply chain
Proven work experience as an Account Manager or Key Account Manager, leading a team of 2-5
Proven ability to juggle multiple accounts at a time while providing exceptional service
Critical Thinking - Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Empathy - Able to understand another person's emotions and understand their point of view
Active Listening - Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Speaking and Writing - Talking and preparing written communications to others to convey information effectively
Persuasion - Persuading others to change their minds or behavior. Able to de-escalate issues
Service Orientation - Actively looking for ways to help people
Attention to Detail - Thorough, organized, active and productive
Creating Structure - Able to create structure from ambiguity
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.