PFSW COMPANY STATEMENT:

PFS is the premier eCommerce order fulfillment provider. In short, we provide the behind-the-scenes operations for brand’s online stores. We pick, pack, and ship our clients’ products around the world – with a bunch of added flair. We personalize our packages, we help our clients’ customers with phone, email, and chat support, and we have a strong fraud team who ensure secure payment processing. Not to mention, a technology system that facilitates making orders, returns, and everything in-between.

COMPANY VISION:

• We will engage with our clients as a strategic partner.
• We will provide a premier commerce order fulfillment solution.
• We will be world-class at every service we offer.

CLIENT SERVICES MANAGER

PFS' Business Management department is made up of a team of client services professionals that act as the liaison between our clients and PFS operations. We work with world-renowned brands to help them manage their eCommerce operations. This includes monitoring daily business activities and managing operational projects for order fulfillment, order management, and contact center clients. The Client Services Manager manages the end-to-end program from a strategic and day-to-day perspective. The ideal individual will be able to manage operational or project issues to resolution by working with applicable internal and external teams. 

 ***THIS POSITION OFFERS REMOTE/HYBRID OPPORTUNITIES.

RESPONSIBILITIES

• Manage multiple programs concurrently
• Work with team to maintain overall client satisfaction
• Manages client relationship and becomes an extension of the client’s E2E business
• Understands the unique opportunities and challenges of the markets in which clients operate and identifies opportunities to meet the client's business needs
• Has a clear understanding of client’s marketing and business goals
• Collaborate with the functional teams on website, call center, fulfillment, credit, and IT operations and process improvements
• Monitor daily business activities
• Drive action plans associated with client initiatives
• Conduct regular analysis of programs to identify business opportunities and marketing initiatives. Use the data to make recommendations on business improvements
• Liaison with the operational functional areas to create a unified customer experience
• Owns both internal and external communications
• Ensure client satisfaction
• Has P&L responsibility for the business
• Provide consultative support for clients in an effort to drive down costs and/or secure additional business
• Assist with internal sales opportunities as a representative of Client Services

QUALIFICATIONS

• Bachelor’s degree, Required
• 5+ years relevant work experience in a client facing role, Required
• Experience in call center, operations, customer care, or workforce management, Required
• Experience in a service organization
• Experience managing a team, Required
• End-to-end eCommerce experience and knowledge
• Strong understanding of user experience and site performance
• Ability to work closely with clients and peers to continue to understand and anticipate their needs
• Proven ability to demonstrate and exceed client expectations and incorporate urgency and strong service ethic into all aspects of the job
• P&L and legal contract understanding

PERSONAL CHARACTERISTICS

• Excellent written and verbal communications skills
• Excellent presentation skills
• Strong work ethic
• Sound problem solving skills, and proactive efforts in seeking solutions to problems
• Business analysis skills
• Strong interpersonal relationship skills
• Skilled at prioritization and multi-tasking
• Exhibits strong leadership skills
• Customer focused

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.  

Required Skills Required Experience

PHYSICAL REQUIREMENTS:

1. Ability to move up to 50 Lbs., with or without accommodation.

2. Ability to maintain a consistent workload that involves physical manual labor.

3. Ability to maintain alertness and fitness for duty.

4. Ability to position oneself for work conducted in and around confined spaces. Work at heights.

5. Ability to wear respirators in environments that may expose you to chemicals, fumes, etc.

6. Ability to maintain workloads that may include travel to a variety of states for days or weeks, and daily timeframes that could exceed the typical 8-hour shift.