Client Experience Specialist

Company Description

Grip is a Direct-to-Consumer eCommerce company for perishable products based in Miami's tech community. Our smart logistics engine increases customer lifetime value and retention with higher quality deliveries, and predictable shipping. Built with industry-leading technology, delivering superior service and national fulfillment coverage, with facilities in New Jersey, Texas, California, and Florida, Grip gives you an advantage. Grip’s smart logistics engine can predict disruptions and proactively optimize your packaging, while Grip’s fulfillment facilities give you access to a national footprint of fulfillment centers. We are a rapidly growing team backed by some of the best industry investors and advisors.

Role Description

We are seeking a dedicated and enthusiastic Client Experience Specialist to join our team. As a Client Experience Specialist, you will be the face of the company for our clients, responsible for ensuring customer satisfaction through exceptional customer service and experience. You will play a pivotal role in fostering strong relationships with our clients, understanding their needs, and ensuring that their interactions with Grip are positive and rewarding. This role requires a proactive approach to problem-solving, a deep commitment to customer care, and the ability to work seamlessly with various internal teams to enhance the overall client experience.

Specific responsibilities:

·     Serve as the primary point of contact for clients, responding to chats, emails, and calls.

·     Build sustainable, long-term relationships with clients and ensure satisfaction by providing professional client support and meeting customer's needs.

·     Collaborate with the operations team on fulfillment requests and warehouse-related tasks.

·     Schedule regular meetings with clients and document these meetings with well-written notes.

·     Identify opportunities to improve the client experience and propose new ideas or solutions when appropriate.

·     Utilize our task creation and project management system to ensure all client projects and requests are completed on time.

·     Handles proactive communication to clients for events impacting orders and on-time delivery.

Qualifications

• Interpersonal Skills: ability to build rapport with customers and ensure that their needs are being met.
• Communication: excellent written and verbal communication skills to convey a positive and professional image of the company.
• Customer Service: previous experience in the service industry, handling customer inquiries, resolving issues, and providing solutions.
• Customer Experience: ability to understand customer expectations and provide recommendations to meet their needs and exceed their expectations.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Bachelor's degree in Business, Communication or related field is preferred.
• Experience in 3PL, Client Experience, or Account Management is preferred.