Customer Success Manager (Houston, TX)

THE COMPANY

Headquartered in Houston, Texas, McLane Global has a growing network of offices and food-grade logistics facilities in California and Utah, as well as top international markets including the Middle East, China, Southeast Asia, and beyond. McLane Global leads the industry with top brands, products, and services through four key divisions: International Sales, U.S. Sales, Logistics and Transportation, and McLane Hunger Solutions.

JOB DESCRIPTION

As one of the world’s largest food-grade logistics companies, McLane Global relies on the efficiency of its fulfillment centers. We consider all our warehouses to be systematic and operate with a customer-centric mentality. To deliver on our promise to customers, we rely on exceptionally talented, bright, and committed people. We cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences, and perspectives fuel our growth and enrich our global culture. McLane Global is seeking a Customer Success Manager who will deliver first-class service to our internal and 3PL customers throughout the customer service process.

RESPONSIBILITIES

• Provide leadership and oversight to the Customer Service Team
• Provide outstanding customer service for our internal and 3PL customers.
• Provide a positive example of how to act and react to customer needs and requirements for Customer Service Representatives  
• Conduct onboarding for new internal and 3PL customers with internal leaders and dedicated CSR, learning the account and creating SOPs for customer expectations.
• Understanding clients’ business needs and ensuring operational excellence and service levels are met and exceeded.
• Create CSR KPIs and SLAs that will drive key service results with customers.
• Utilize the CRM platform to track CSR productivity, customer cases, and overall workload per team member.
• Ensure the following daily tasks are completed by the team, stepping in to help as needed: 
  • Create sales orders and purchase orders in Microsoft Dynamics 365 based on customer requirements. 
  • Update orders per customer requirements. 
  • Arrange drayage and transportation for customers as needed.
  • Release orders in Microsoft Dynamics 365 for both California and Houston warehouses. 
  • Educate CSRs and customers on the Customer Portal to increase automation, reporting, and use of the portal for order entry and decrease manual entries by team members.
  • Answer customer emails and phone requests as required. 
  • Be the customer advocate and understand each customer’s and customers/consumers’ requirements for proper execution.
  • Collaborate with key stakeholders for customer forecasts, projects, new item innovation, etc.
  • Research and review customer complaints/concerns and provide answers based on findings. 
  • Assist in creating training courses and educational materials for CSRs.
  • Utilize a newsletter to inform customers of updates, events, announcements, etc.
  • Track conversations with customers in all locations to increase business services and build relationships with partners.
  • Conduct quarterly business reviews with customers to understand their KPIs, volume, innovation, and service levels.
  • Prepare end-of-day reports for the warehouse and attend daily meetings with the warehouse to discuss work for the following day. 
  • Invoice customers weekly for the previous week’s warehouse work for all warehouses. 
• Other tasks as assigned by management.  

POSITION REQUIREMENTS

• High School Diploma or equivalent  
• 4+ or more years of management experience  
• Excellent communication skills 
• Strong organization and time management skills  
• Ability to learn, retain, and train information. 

WORKING CONDITIONS

• Keyboarding – (Up to 8 hours per day) Entering text or data into a computer by means of a keyboard. Devices include a traditional keyboard, 10 keypads, a touch screen, and others. 
• Sitting/Standing – (Up to 8 hours per day) The ability to alternate between sitting and standing at a desk is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.  
• Communication Verbally – (Up to 8 hours per day) Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.  

OTHER   

• Competitive base compensation with an extremely rewarding incentive compensation plan. 

• Full Benefits including Medical, Dental, and Vision effective on the first day of employment.
• 401(k) with Employer Match.
• A high-energy, fast-paced, team environment that has fun winning every day, week, month, and year!  
• All offers are contingent upon passing a background check and drug screening. 
• Pay Range: $77k-106k

• No company visa sponsorships.    
• No phone calls or walk-in inquiries for this position, apply online to be considered. 
• Occasionally an employee may be required to alter their shift, temporarily or permanently, or to work an additional day by coming in on their normally scheduled day off. Original assigned schedules are subject to changes as business needs change.

DISCLAIMER    

Employees MUST be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.     Furthermore, job descriptions typically change over time as requirements and employee skill levels change. The Employer retains the right to change or assign other duties to this position.