Client Service Specialist

Contract-to-hire

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Hours- 8:30am-5pm

WFH situation- Onsite daily to train for 2-3 months. Once trained, it's 3 days per week in the office

Why open- New position turnover. This is a customer support / customer service job. Work includes entering orders, sending quotes, fixing orders, fixing shipping issues, fixing PO's, fixing invoices, tracking people down to get an answer...lots of problem solving. Must be proactive & organized.

Must haves:

-1 years of customer service experience in an office / corporate setting

-Strong verbal and written communication skills

-MS Office

Preferred:

-Order entry experience

-CRM or ERP system experience

-Epicor

-Manufacturing

Job Description:

The Client Service Specialist is responsible for performing day to day activities in the customer service department; answer/distribute incoming calls, process customer orders, provide information in response to customer inquiries, resolve customer complaints, support sales team while providing unparalleled customer service. Works under general supervision in a team-based environment. Relies on limited experience and judgment to plan and accomplish day to day activities.

Responsibilities:

• Provide exceptional customer service to all clients: scheduling, follow up, delivery confirmation, release programs.
• Accurately process customer quotes, orders, acknowledgements, return authorizations, set up new client accounts.
• Coordinate order management with the Customer, Planning, Shipping, and transportation when applicable.
• Answer customer FAQ’s and other product, service, pricing, and delivery information questions in a timely and professional manner.
• Maintain client notes and records with the highest degree of accuracy in ERP systems.
• Field and distribute incoming phone calls and email inquiries. Qualify leads and inquiries – distribute to sales as required.
• Research and resolve customer concerns and complaints, escalate as needed
• Be a liaison between the customer and our company departments - planning, manufacturing, shipping, transportation, etc.
• Develop a detailed knowledge of our programs, products, and services.
• Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
• Educate customers about additional products and services which are available.
• Support sales team as required.
• Participate in team, customer complaint and other meetings, projects and events as required.
• Follow company policies, procedures and designated SOPs and Work Instructions.
• Comply with all safety guidelines and standards as dictated by 5S practices.