Client Experience Manager
at Roth Staffing

Date Posted: 9/17/2019

Job Description

The Client Experience Manager (CEM) serves as the first level of contact for Client Users, Supplier Partners, and Contingent Workers participating in the managed service and vendor management program. The CEM is located at the client site and will facilitate the client-specific processes, efficiently use the VMS Technology, and manage compliance with the contingent workforce management program as defined by the client and Roth Staffing Management.  The CEM will contribute to the professionalism of Roth Staffing by consistently providing a high level of customer service to the client, suppliers and contingent workers. 


This position is responsible for providing outstanding customer service and developing strategic workforce solutions throughout the client’s geographic footprint.


ESSENTIAL FUNCTIONS OF THE ROLE

* Embodies, fulfills, and champions Roth's Mission, Vision & Values, Purpose and Promise, and Guiding Principles, and is a builder of great company culture. 


* Is passionate about making life better for the people we serve and creating remarkable experiences…every person, every time.


General Account Responsibilities –


* Promote an understanding of the Roth Staffing Program with managers, suppliers, and contingent workers

* Develop relationships with key managers/end users to develop additional workforce solutions

* Act as liaison between Client, TAM’s and OP Service Managers and Suppliers to fill requisitions, address requirement issues, and facilitate contingent worker on-boarding;  while maintaining the integrity of our Service Level Requirements

* Act as point of contact for systems issues between Client or Suppliers, and System Development Team

* Ensure the timely delivery of regular billing and any required management reports to client, suppliers, or corporate office 

* Act as the point of contact between Roth Staffing Corporate and Suppliers for any contractual, accounting or payment inquiries 

* Assist in preparing reports in preparation for reviews (usually quarterly) to survey client satisfaction with both Roth Staffing and Supplier Performance

* Support Suppliers in increasing business through periodic meeting to discuss recruitment, trends and challenges

* Utilize problem resolution skills and maximize the quality of support and the timeliness with which it is provided to customers

* Identify and promote opportunities for other parent Group Companies when possible.

* Work with Roth Staffing legal team to finalize agreements with Suppliers.  Responsible for finding and bringing in new Suppliers when needed.

* Responsible for inputting all requisitions into VMS and managing all input to ensure compliance for all reporting required by Client.


Implementation Responsibilities-


* Partner with and support the efforts of the Implementation Team.  

* Recruit and hire additional Client Services Staff as needed.

* Provide user training to Client and Supplier users as needed. 

* Ensure project documentation is updated and archived and can be retrieved for audit, review, and legal purposes.

* Implement and maintain Client’s policies and procedures, ability to document these policies and train additional staff on same

* Manage supplier performance, and provide coaching and direction to suppliers as needed


On-Going On-Site Management –


* Hire, train and manage the Client Services Coordinators and support staff, if such staff is required to support the account.

* Motivate, encourage and develop staff through ongoing training and mentoring.

* If managing multiple client sites, develop a meeting schedule to promote communications and promote team environment. 


SUPERVISORY RESPONSIBILITIES 

Directly supervises all Roth Staffing Coordinators and support staff.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



Job Requirements

REQUIRED EXPERIENCE AND ABILITIES

* Natural alignment with the Company’s culture and core values.

* On-Site experience with MSP and VMS.

* At least one (1) year of related management and leadership experience within the staffing industry, i.e. managing a contingent staffing function; international experience preferred.

* Proven experience in human resources related activities such as recruiting/ staffing, customer relationship management, business development, supplier/contractor management.

* Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients

* Knowledge of labor and employment laws, i.e., Wage & Hour, FLSA, EEO, OSHA, Service Contract Act, Davis Bacon Act, etc.

* Able to prioritize multiple tasks without compromising service or quality.

* Demonstrated experience in operational and financial functions, such as profit & loss and budgeting, as well as associated tracking software systems and procedures.

* Working knowledge of desktop computers and MS Office, Excel, Word, PowerPoint, MS Outlook, and Internet. 

* Ability to learn proprietary technology.

* Excellent verbal and written communications.

* Professional appearance.

* Able to work independently with minimal supervision.

* Excellent organizational skills.

* Ethical, fair and professional conduct in all candidate, client, and peer interactions.

* Flexible, accountable and a team player.

* Available to work overtime as needed.

* Able to work well in a fast paced environment.

* Ability to interact with client Director level and above.

* Strong business acumen.

* EDUCATION and/or EXPERIENCE 

* Bachelor's degree (B.A.) from four-year college or university; one (1) year of industry related experience; or equivalent combination of education and experience.

* LANGUAGE SKILLS:  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and respond to questions from groups of managers, clients, customers, and the general public.

* MATHEMATICAL SKILLS:  Ability to calculate figures and amounts such as mark-up percentages, bill rates, discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

* REASONING ABILITY:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

EOE


We are an equal opportunity employer. We want to have the best available people in every job. Therefore, the Company does not discriminate against its employees or applicants because of race, gender, color, national origin, age, ancestry, religion, sexual orientation, marital status, disability, medical condition, pregnancy, veteran status, uniformed service, genetic information or characteristics, or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, trading, promotion, transfer, discipline, layoff, recall and termination.

 


Job ID: CEMDENAT



NOTE:  THIS JOB DESCRIPTION IS NOT INTENDED TO BE ALL-INCLUSIVE. EMPLOYEE MAY PERFORM OTHER RELATED DUTIES AS DIRECTED OR NEGOTIATED TO MEET THE ONGOING NEEDS OF THE ORGANIZATION.



Contact Name: Ryan Baca

Job Snapshot

About Us

We are a fun company. We are recognized as a creative leader in and consistently ranked as one of the largest in our industry with more than 100 branch offices nationwide. We never wanted to be the biggest, but by being the best at what we do, we experienced unprecedented success.

What Do We Do? To put it simply, we recruit, screen and hire talented people for temporary and full-time positions. Our business clients love working with us because they can devote more time to achieving their business goals by allowing us to do all the work it takes to find and onboard a talented workforce.

The industry says that we're the BEST and our coworkers are the reason! That's why we are diligent about hiring only the most talented and passionate people. Our coworkers create experiences for our candidates and our business clients that are remarkable and ultimately impact people's lives. For the SEVENTH year in a row, Roth Staffing and its specialized business lines are named "Best Staffing Firms to Work For" by Staffing Industry Analysts. We are also the ONLY staffing company to receive all four of the major honors awarded in the staffing industry. In addition, FORTUNE ranked us #11 on the list of 100 Best Medium Workplaces in the U.S. and continues to rank us on best workplace lists all year including Best Workplaces for Women, Best for Giving Back, Best for Recent Grads, and Best Workplaces for Professional Services.

Our Purpose, Promise and Core Values are the heart and soul of our culture. If the philosophies you see under the "Our Company" tab sound like they describe you then NOW is the time to get on board and help champion the unique culture of an organization you will love being part of.

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