What are the responsibilities and job description for the Customer Success Representative / Client Manager position at National Fulfillment Services?
Job Description
Job Description
J OIN OUR TEAM
National Fulfillment Services, a company of Metro Supply Chain USA Inc., is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.
Main Duties and Responsibilities :
Main point of contact for our customer’s operational team
Direct communication with customer in both written and verbal form
Provide feedback / resolve operational issues
Order management, tracking and troubleshooting, leveraging OMS (Order Management System)
Understand and support the flow of information to customers for accounting, reporting and inventory
Ensuring SKU’s, PO’s, Inventory, Kitting Orders etc. set-up, updated as needed
Communicate and coordinate with internal team members / departments to support excellent performance for our customers
Ensure accurate and timely monthly billing invoices
Understand customer contracts
Contribute to profitability of business with customer
Maintain accurate records of customer interactions
Facilitating the understanding and executing of customer operational requirements with internal team
Create reports, evaluate information, track costs as required supporting the customer account
Interface with third-party vendors, learning additional software processes
Coordinate activities in the contact center including; updating promotions, forecasting volume, improvement of service levels by assisting in the training of call center agents
Manage tasks for both internal and external projects
Gather and share customer feedback
Identify opportunities to continuously improve
Be a goodwill ambassador for the company by courteous treatment of all customers
Provide exceptional service to all internal and external customers
Assumes additional related responsibilities as required
Requirements :
Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Critical thinker with strong analytical, problem solving and prioritization skills
Excellent communication skills
Flexible
Why Join Us
Work in an environment where safety is our first priority
The opportunity to build a career with a growing company
Medical, dental, and vision coverage for you and your family
Life and disability insurance
Wellness programs to support your family’s well-being
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