Client Services Representative

Client Services Representative

JOB SUMMARY:

The Client Service Representative primarily supports new and existing customers while also supporting the sales team with high-level customer service, sales, marketing, and project management. Collaborates with sales, engineering, manufacturing, procurement, and customer service team members. Participates and contributes to Detex Kaizen events. Travels with the sales team to trade shows and provides support. Perform other duties as directed.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

• Facilitates resolution of ambiguous issues from incoming sales leads and opportunities.
• Coordinate with distributors, manufacturer’s representatives, and integrators to ensure all orders are entered and processed.
• Provide support and guidance to order entry staff to ensure orders are correct and contact data and lead times are up to date.
• Qualify and process all incoming leads with the Sales Manager utilizing Standard Work Procedure as a guideline.
• Collaborate with engineering and procurement on all custom projects prior to developing either budgetary or official quotes for distribution.

• Monitors quote status to ensure re-quoting is completed as needed and updates internal and external stakeholders. Assists with quotes from distributors and BOM validation.

• Follow up on past-due orders with the factory and shipping staff and monitors, records, and coordinates with Customer Service, sales, and factory on order cancellations.
• Manage custom build opportunities and projects from conception to shipping of products.
• Coordinate with order entry, production, shipping, and others to process high-profile orders in an expedited manner. This could include customer, past due, or demo orders.
• Validates RMA/credit paperwork as needed.
• Travel to trade shows, customer sites, and conferences as needed.
• Assists order entry personnel with complicated, highly configurable, or other high-profile orders to ensure they are entered correctly.
• Facilitates resolution of issues on questionable and/or unclear orders.
• Prepares and compiles various reports including quote status reports, open orders reports, territory performance reports, weekly past due invoice reports, etc...
• Understands International shipping requirements.
• Participates in presentations/demonstrations promoting the product at various industry meetings and tradeshows. Participates in the DCE process as needed.

• Maintains the cleanliness, organization and safety of work area.
• Maintains business casual attire which presents a neat and professional appearance.

• Support cross-departmental functions as required to meet customer needs.
• Supports cross-training to ensure business continuity.
• Follows safe working practices and properly wears personal protective equipment.

• Follows established procedures and/or guidelines in performing essential job functions.
• Performs related duties as assigned.

Qualifications

Associate's degree from an accredited institution/college or university in Marketing, Business Administration, or a related field and three years of customer service experience; or an equivalent combination of education and/or related experience. Bachelor’s degree in marketing, Business Administration, or a related field and 3 years’ experience preferred.

• Skill in providing customer service and ability to manage multiple, complex, and ambiguous challenges with a sense of urgency.

• Computer skills, MS Office, and other software programs proficiency.
• Proficient with mathematics computations and understanding of profit margins.
• Knowledge of and basic skills in processing orders and interpretation of BOM
• Strong listening skills to effectively capture Voice of Customer (VOC) data and as well as diffuse customers’ frustrations.
• Ability to communicate in a clear, concise manner, listen attentively, provide instruction to others, and provide customer service tactfully verbally and in writing internally/externally.
• Ability to establish and maintain effective working relationships internally and externally.
• Initiative and the organizational ability for effective time management and ability to adjust priorities in a fast-paced environment to meet deadlines.
• Skill in reading, analyzing, and interpreting sales reports, BOM, and data and ability to maintain records, and documents and compile and organize reports accurately.
• Ability to read and interpret schematics, prints, and engineering documentation.
• Be willing to work off hours and weekends for business tradeshows and travel.
• Be willing to acquire Green Belt in Six Sigma training and or Project Management.
• General knowledge of commercial security and door hardware products preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

• Must be able to lift, carry, push, and pull or move objects up to 50 pounds.
• Subjected to sitting for prolonged periods of time and twisting and reaching occasionally.
• Visual acuity, speech, and hearing; hand-eye coordination, utilize near and far vision, depth perception, and manual dexterity necessary to work with various materials and operate basic office equipment which are essential aspects of this position.