Back Office Client Service Manager

The Back Office Client Service Manager serves as the primary operational liaison between clients and Bergen Logistics’ warehouse teams, office staff, and technical departments. This role goes beyond traditional client service; it requires active ownership of account operations, exception management, and cross-departmental coordination to ensure client logistics requirements are executed accurately, on time, and in compliance with retailer standards. The ideal candidate is highly organized, proactive, and capable of managing complex, high-volume accounts across multiple systems and stakeholders simultaneously.

Client & Account Management

• Serve as the primary point of contact for assigned client accounts, maintaining proactive and responsive communication via email, phone, and scheduled meetings.
• Monitor all accounts daily to ensure tasks are performed according to service standards and client expectations.
• Address all escalated emails, urgent requests, and situations requiring senior-level intervention.
• Conduct regular calls and periodic on-site meetings with clients to review service levels, operational performance, and upcoming needs.
• Proactively communicate operational updates, new system enhancements, and service changes to clients.
• Manage client onboarding, catalog setup, and ongoing account configuration as needed.

Order Management & Fulfillment

• Cross-check, validate, and move EDI orders into production in the order management system; ensure accuracy of all order data before fulfillment.
• Create and manage production orders, ASNs, and receiving records in the order management system.
• Enter and manage line sheets, UPC numbers, and catalog upload sheets (GXS/Intertrade and equivalent platforms).
• Submit orders and assignments for Factor approval (e.g., Hilldun) and manage the approval workflow.
• Ensure all orders are entered, released, and shipped within required timeframes and SLAs.
• Proactively follow up with warehouse teams for updates on inbound receiving, outbound shipments, and order status.
• Monitor aging orders, held orders, cancellations, and at-risk shipments; take corrective action as needed.
• Prepare and manage international shipping documentation as required.

Operational Exception Management

• Investigate and resolve shipment, inventory, EDI, and routing discrepancies in a timely manner.
• Manage operational escalations between warehouse operations, clients, carriers, and internal departments.
• Monitor for service failures and implement corrective actions to prevent recurrence.
• Coordinate urgent and same-day requests across warehouse, transportation, and client teams.
• Review and manage chargebacks, vendor compliance violations, and retailer penalty risks; escalate as appropriate.
• Identify root causes of recurring issues and work with internal stakeholders to drive process improvements.

Financial & Billing

• Prepare and process client invoices accurately and in accordance with billing schedules.
• Manage credit memos, RAs (return authorizations), and credit card transactions.
• Coordinate factor submissions and assignments; ensure timely approvals and documentation.
• Review and flag billing discrepancies; communicate with clients and internal billing teams for resolution.

Reporting & Communication

• Generate and distribute operational reports to clients, sales teams, and internal management as needed.
• Maintain accurate and up-to-date account records across all relevant systems.
• Communicate service level performance, open issues, and operational risks clearly and proactively.
• Document and escalate systemic issues that impact account health or client satisfaction.

Team Leadership & Support

• Provide leadership and day-to-day guidance to Back Office Assistants and junior team members.
• Assist with workload balancing and ensure continuity of account management during high-volume periods.
• Train new and existing team members on systems, processes, and client-specific requirements.
• Review and quality-check work completed by assistants to ensure accuracy and compliance with standards.
• Perform other duties and functions as assigned by management.

This job posting outlines the key responsibilities and requirements of the position and is not intended to be all-inclusive. Additional duties and responsibilities may be assigned at the company’s discretion.

Requirements

• Minimum 3 years of experience in the apparel industry or a related field; 3PL experience is a strong plus.
• Demonstrated understanding of vendor compliance requirements, routing guides, and retailer standards.
• Experience managing wholesale accounts, including department stores, boutiques, and e-commerce retailers.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) with strong data entry and reporting skills.
• Experience with ERP/order management systems such as RLM, Apparel Magic, AP21, or Zedonk.
• Familiarity with EDI platforms, shipping portals, and logistics management systems.
• Knowledge of or exposure to platforms such as Shopify, SPS Commerce, NuORDER, or equivalent systems is a plus.
• Aligned with Bergen’s core values: investing in people, creating a safe environment, treating others with respect, working collaboratively, demonstrating trust, showing passion for clients, communicating effectively, and holding oneself and others accountable.

Benefits

We provide a competitive benefits package including:

• Medical, dental, vision, ancillary benefits
• Flexible spending and dependent care accounts
• 401(k) match
• PTO, Sick time, paid holidays
• Company-paid Employee Assistance Program (EAP)

The expected hourly rate for this position is $28/hr - $30/hr

*Bergen Logistics, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. Bergen Logistics may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

*We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, marital status, civil union status, domestic partnership status, veteran status, or any other characteristic protected by applicable federal, state, or local law.