Job Description
Job Description
About Us
We are a leading supply chain integrator, helping clients from multiple industries with their indirect supply needs and supply chain optimization. By combining deep industry expertise with innovative solutions, we deliver cost savings, operational efficiency, and trusted support to our clients.
Position Summary
The Lead Client Support Specialist plays a critical role in driving client satisfaction and operational excellence. This position leads client-facing support activities, oversees reverse logistics programs, and serves as a strategic liaison between clients, vendors, and internal teams. The ideal candidate will combine hands-on service delivery with leadership and analytical capabilities to ensure smooth supply chain performance and continuous improvement.
Key Responsibilities
•Act as a primary point of contact for client inquiries related to orders, quotes, shipments, and return status.
•Provide timely updates and proactive communication on order status, delays, and resolutions.
•Serve as the escalation point for client inquiries related to orders, quotes, shipments, and returns
•Lead and mentor Client Support Specialists, promoting best practices and service consistency
•Manage complex client relationships and ensure proactive communication and issue resolution
•Oversee reverse logistics processes including returns, warranties, and repairs, with full lifecycle tracking
•Collaborate cross-functionally with internal teams
•Assist Supply Chain Market Manager with analyzing service metrics and return trends to identify root causes and lead improvement initiatives
•Execute diverse projects to advance key organizational objectives, enhance client support, and ensure data accuracy.
Qualifications
•Associate’s or Bachelor’s degree in supply chain, Logistics, Business, or related field
•3–5 years of experience in client support, reverse logistics, or supply chain operations
•Demonstrated leadership or mentoring experience in a client-facing or operational role
•Strong written and verbal communication skills with a customer-first mindset
•Proficiency in Microsoft Office Suite; Power BI or CRM platforms a plus
•Highly organized, detail-oriented, and capable of managing multiple priorities
Core Competencies
•Advanced client relationship management
•Analytical thinking and problem-solving
•Adaptability in a fast-paced, multi-client environment
•Professional and proactive communication style
Work Environment
•Collaborative, team-oriented culture
•Opportunity to make a direct impact on client success and company growth
•Hybrid work flexibility with a mix of remote and on-site engagement
Company DescriptionINTEGRATED PROCUREMENT SOLUTIONS
EM Services, LLC (Electronic Management Services) is a leader in integrated procurement. Our consolidated purchasing power lowers your costs and improves your internal business process. Furthermore, we are a single point of contact for managing your indirect materials and point-of-use commodities.
WHAT WE DO
EM Services does more than centralize procurement. EM Services provides integrated procurement solutions for MRO supplies, services and equipment. Since 1993, we have worked with our network of trusted distributors to provide companies large and small with quality products, competitive pricing, responsive service and onsite training and support.
Company Description
INTEGRATED PROCUREMENT SOLUTIONS\r\nEM Services, LLC (Electronic Management Services) is a leader in integrated procurement. Our consolidated purchasing power lowers your costs and improves your internal business process. Furthermore, we are a single point of contact for managing your indirect materials and point-of-use commodities.\r\n\r\nWHAT WE DO\r\nEM Services does more than centralize procurement. EM Services provides integrated procurement solutions for MRO supplies, services and equipment. Since 1993, we have worked with our network of trusted distributors to provide companies large and small with quality products, competitive pricing, responsive service and onsite training and support.