The Client Services Supervisor will be responsible for overseeing a team of service associates, while multi-tasking across a variety of duties in a fast-paced environment supporting our POS and/or Branded Merchandise clients, and IMS account, production and warehouse operations teams.

Primary Responsibilities Include:

• Oversee all activity and allocate daily Client Services workload and responsibilities across POS and/or Branded Merchandise teams
• Monitor progress of all tasks to ensure prompt and accurate completion
• Ensure prompt resolution of client/customer concerns to complete satisfaction
• Ensure CSRs are available to answer calls, process orders, and respond to customer emails
• Monitor the daily operation volume and pitch in during peak times
• Develop and support a strong, capable, knowledgeable Client Services team
• Disseminate timely account-specific information to Client Services team
• Provide team associates with tools necessary to perform job duties
• Monitor quality of calls to ensure customer satisfaction, and ensure company policies, processes and procedures are followed
• Provide timely constructive feedback to Client Services Representatives and document and participate in disciplinary action as needed
• Train new hires and provide ongoing training to existing associates as needed on systems, web sites, clients, products, processes, and procedures
• Drive continuous improvement on all Client Services' processes and procedures, documenting all modifications along the way
• Provide support to extended Client Services team as well as other internal IMS teams: Account, Production Teams, Finance, Operations/Warehouse
• Provide leadership for special client projects, new client startups or company initiatives
• Provide direct client support where needed for Logistics-only or adhoc client work which may require freight or project estimating
• Compile reports and provide analysis as required for clients as well as internal operations associates – daily, weekly, monthly, on-demand
• Compile CS agent-specific reports for clients – daily, weekly, monthly
• Develop proficiency using IMS tools to support, manage and report on CS activity including JD Edwards, Natterbox soft-phone, and case management platform

Experience/Qualifications:

• 5 years of Customer/Client Service Experience, with a minimum of 2 years' in a Senior or Team Lead role
• Excellent organization, communication and interpersonal skills, and the ability to work independently and manage priorities under tight timelines
• Quick learner who takes initiative, is proactive, and manages details effectively and efficiently
• Must be poised and possess a calm working style and work well under pressure
• Critical thinker with strong analytical skills and problem solving ability
• Ability to handle a variety of tasks effectively and efficiently
• Ability to prioritize multiple projects and requests
• Must be a team player
• Excellent knowledge of Microsoft Office Suite products
• Experience with AS/400 is preferred

What we offer

In addition to playing an important role at IMS, you'll receive:

• Competitive salary
• Medical, dental, vision, and 401(k) with match
• Generous PTO policy
• Robust peer recognition program
• Training and development opportunities
• Commitment to growing and enhancing our organizational culture

Who we are

IMS represents leading brands at the point of purchase – in store, online, and behind the scenes – including digital and traditional signage, print and POP, branded merchandise, and more. Our marketplace is solution agnostic, so our clients achieve best execution at lowest price throughout North America. Our integrated platform (planning, procurement, freight, warehousing, kitting, fulfillment, field execution, analytics, and program management) empowers our clients to stay at the strategic level, knowing that we can help turn their marketing vision into a reality. Visit us at: www.IMSretail.com.

IMS is wholly owned by Omnicom Group (NYSE: OMC), an inter-connected global network of leading marketing communication companies offering a diverse, comprehensive range of marketing solutions spanning brand advertising, customer relationship management, media planning and buying services, public relations and numerous specialty communications services to drive bottom line results for its clients (www.omnicomgroup.com).

A note to candidates

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that's okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.

IMS is an Equal Opportunity Employer

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