Client Coordinator Manager (Customer Service Manager)

Salary range: 90-115k

At Ernest, we have spent more than 80 years building a people first culture where relationships matter, collaboration is valued, and employees are empowered to grow. As the largest privately owned packaging company in the United States, we know exceptional client service begins with strong teams and leaders who care deeply about the experience we create for every client.

The Client Coordinator Manager leads our customer service department and is responsible for creating an exceptional client experience. This position manages and develops the Client Coordinator team, works closely with our Client Relationship Managers, and ensures client service objectives are achieved with urgency, accuracy, and attention to detail. The Client Coordinator Manager plays an important role in maintaining strong communication across departments and ensuring Client Coordinators provide consistent, dependable support to our clients and sales team.

Essential Responsibilities

• Oversee the daily workflow, performance, and service standards of the Client Coordinator team.
• Ensure customer orders, requests, account information, and related documentation are handled accurately and within established timelines.
• Monitor workloads and assign or redistribute responsibilities to maintain appropriate coverage and timely client service.
• Partner closely with Client Relationship Managers to establish effective working relationships with their assigned Client Coordinators, ensuring consistent account support, clear communication of client needs, and effective priority management.
• Serve as the escalation point for complex customer concerns, service issues, order discrepancies, and other matters requiring management involvement.
• Promote clear communication and coordination among Client Coordinators, Client Relationship Managers, purchasing, operations, warehouse, and delivery teams.
• Establish consistent processes and expectations for how Client Coordinators manage customer communication and support their assigned accounts.
• Monitor the quality and accuracy of work completed by the Client Coordinator team and provide coaching when improvement is needed.
• Train and develop Client Coordinators on company systems, customer service expectations, internal procedures, and effective account support.
• Identify opportunities to improve workflow, response times, accuracy, and the overall client experience.
• Ensure appropriate department coverage during absences, vacations, and periods of increased workload.
• Lead the hiring, onboarding, performance management, and continued development of Client Coordinators.
• Coordinate client service activities with departmental managers to ensure overall client service objectives are accomplished in a timely and cost effective manner.
• Participate in the onboarding of new Client Relationship Managers by helping them understand the responsibilities of the Client Coordinator and how an effective partnership between the two roles supports client communication, account management, and the overall success of the CRM.
• Lead outbound calling, lead generation, promotional outreach, and customer service efforts by using proven programs to engage clients, track client satisfaction, strengthen long term relationships, and support account growth.
• Ensure the company maintains accurate and current files for each customer.
• Ensure all corporate policies and procedures are communicated and followed.

Qualifications

• Bachelor's degree from an accredited university and at least two years of customer service management experience, or an equivalent combination of education, training, and experience in industrial packaging or a related industry.
• Demonstrated knowledge of call center operations, customer service department structure, and effective team organization.
• Working knowledge of customer relationship management systems.
• Thorough knowledge of outbound calling techniques and customer service measures of success.
• Demonstrated ability to communicate effectively, both verbally and in writing.
• Background in distribution methods, process improvement programs, and procedures.

Please learn more about Ernest by watching some of our Youtube videos

Ernest's Cardboard Guitar Strikes a Chord

Moving Packaging Forward

• Ernest is a nationwide company, but did you know that our humble roots started in a Los Angeles garage?
• Brothers Ernie and Charles Wilson founded the company in 1946 with a dedication to customized service.
• Even after decades of delivering great packaging to our customers, that commitment has never changed.
• We always find the best solution to fit our customers' needs, even if we have to invent it!