CLIENT SERVICE MANAGER
Tampa, FL
Fast-growing, family-owned 3PL fulfillment company is hiring a Client Service Manager to help lead and, over time, take ownership of our client services function. We're a high-volume operation moving hundreds of thousands of packages a month for clients across the country, adding new accounts regularly, and we need someone who's ready to grab the wheel, get ahead of problems before they happen, and build a department the right way.
This is not a traditional customer-service-manager role, and it's not a reactive, ticket-answering job. Our Client Services function covers three things: reactive customer service (solving problems when they come up), proactive account management (building relationships and getting ahead of issues before the client even notices them), and client onboarding (making sure new clients start off right). We want someone who can eventually own all three — the people, the processes, the performance, and the relationships behind them.
You'll start by working closely with company leadership to learn our clients, our systems, and our standards. As you show what you can do, you'll take on more of the department — with the expectation that, over time, you can run Client Services with real independence.
THE PERSON WE'RE LOOKING FOR
We're looking for a leader and a driver. You don't wait for problems to come to you — you see them coming, take ownership, figure out what needs to happen, pull in the right people, and drive it to resolution. You're personable and easy to talk to, but also direct and matter-of-fact. You don't tell people what they want to hear just because it's easier.
You have thick skin. An upset client, a difficult conversation, or a high-pressure moment doesn't rattle you or stick with you — you can handle a hard conversation at 10:00 and move on to the next thing at 10:30 without carrying it with you.
Most importantly, you think like an owner. Before you respond to a client or make a call, you naturally ask yourself: “If this were my company and my client, how would I handle this?” That mentality is central to this role.
WHAT YOU'LL OWN
Customer Service (Reactive)
• Oversee client requests and issues managed through our ticketing system, and set the standard for response time, resolution time, and communication quality.
• Make sure problems get investigated and solved — not just forwarded to another department and forgotten.
• Coordinate with Warehouse Operations, Shipping/Carriers, IT, Accounting, and Sales to drive issues to resolution.
• Identify recurring problems and push for root-cause fixes, not just one-off patches.
• Keep clients informed proactively, without making them chase you for updates.
Client Escalations
• Personally own the difficult, high-impact client situations — staying calm, confident, and factual even when the conversation is tense.
• Separate the emotion from the actual business issue, and de-escalate without making promises the company shouldn't keep.
• Know when we made a mistake and own it, and know when we didn't and explain that respectfully and confidently.
• Balance protecting the client relationship with protecting the company's interests.
• Follow through after every escalation to make sure the issue — and the relationship — are actually resolved.
Account Management (Proactive)
• Build real relationships with clients — understand their business, their priorities, and what success looks like for them.
• Run a consistent cadence of proactive account check-ins rather than waiting for a client to reach out.
• Spot at-risk accounts and changes in client behavior early, before they turn into a bigger problem or a lost client.
• Identify opportunities to improve the client experience and coordinate internally to make it happen.
• Help build long-term client loyalty, retention, and trust.
Client Onboarding
• Guide new clients through onboarding and make sure expectations, requirements, and systems are set up correctly from day one.
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