What are the responsibilities and job description for the Client Support Specialist position at Integrated Distribution Services | IDS Fulfillment?

Job Description

Description : POSITION SUMMARY

The Client Support Specialist carries out all Client Support activities such as responding to inquiries, processing orders and handling complaints, in a prompt, courteous and effective manner. In addition will also be responsible for assisting all other team members in the successful completion of daily tasks. The role operates under the direct supervision of the Client Support Supervisor.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

Identify and assess customers’ needs to achieve satisfaction.
Maintain a current and accurate procedures manual that outlines the processes for each account pertaining to the duties of a Client Support Specialist
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Participate in initiative projects that improve the areas of Safety, Quality, & Productivity.
Process and input all customer orders.
Run various reports to check for product availability.
Generate all related paperwork and necessary information required for customer orders.
Coordinate special shipping requests with the operations department.
Track orders as required and notify customers of any activity concerning their order.
Coordinate with the operations teams on inventory integrity and be able to understand variances.
Ability to think logically and problem-solve to analyze situations, troubleshoot, and make sound decisions.
Ability to handle multiple tasks simultaneously and meet deadlines.
Cross train on multiple tasks in order to cover for other associates or assist when needed.
Act as the liaison between the warehouse, transportation and the customer.
Oversee all paperwork associated with orders and maintain the corresponding files.
Responsible for ensuring food safety and quality guidelines are followed.
Complete additional tasks as directed by the supervisor.

SECURITY

Complies with all company inventory control and security procedures.

Understands the importance of maintaining secure control of the client’s inventory.

SAFETY

Is aware of and complies with basic warehouse safety and housekeeping standards.

Reports safety issues promptly to management.

Understands the importance of safety awareness when in the warehouse.

Requirements :

EDUCATION AND / OR EXPERIENCE

To perform this job successfully, an individual must have the following education and / or experience.

High school diploma or GED required; some college preferred.

1-2 years customer service experience in a 3PL environment.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and / or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to effectively communicate in English—both verbally and in writing.

Ability to interact with customers in a courteous and professional manner.

Knowledge of basic computer use including Word and Excel.

Some inventory knowledge is preferred.

Bilingual, with proficiency in Spanish, preferred.

PHYSICAL DEMANDS

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 to enable individuals with disabilities to perform the essential functions.

Ability to stand and sit for periods of time and to move intermittently throughout the workday.

Ability to perform focused work with close attention to detail.

Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.

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Client Support Specialist

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