Customer Service Manager

This
Sr./Client Service leadership
position is responsible for overseeing the activities of the assigned client service staff in
Managed Services
to ensure all customer requirements and deliverables are met on-time and with quality. The client service manager will act as a bridge between Managed Services clients and the service delivery team to ensure client satisfaction is delivered in balance with maintaining profitability.

At the Sr. Manager level, this position will oversee multiple client service teams and must operate at a strategic level, focusing on long-term plans and strategic priorities that benefit J. J. Keller as a whole.

This role requires you to work onsite at our corporate campus in Neenah, WI.

Job Responsibilities

• Leads, develops and coaches team:

• Provides clear expectations, feedback and recognition

• Participates in the hiring/selection process

• Writes and conducts performance evaluations and progress reports

• Handles associate relations issues

• Delivers results in line with the following key metrics/accountabilities:

• Revenue and gross margin objectives

• Client loyalty and retention objectives

• Service line Service Level Agreements (SLA's) and productivity metrics

• Associate development and retention

• Maintains superior client relationships by:

• Focusing on client compliance

• Participating in client status calls

• Identifying, addressing, resolving and communicating issues in a timely manner

• Actively participating in annual client business reviews

• Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements.

• Assists business line consultants and sales in closing complex Managed Services business, including identifying needs around service deviations required to secure business.
• Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided.
• Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes.
• Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive