Client Experience Associate

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Timely respond to client inquiries and process basic orders following company procedures to adhere to the client’s service level agreement (SLA).

• Comprehend shipment cutoff times for key distribution partners and carriers.

• Relay order placements, estimated time of arrival (ETA), and backorder details to clients.

• Notify the Sales Operations Advisor or account manager about cost changes or end-of-life (EOL) products.

• Deliver prompt basic quotes for simple velocity products within four hours.

• Assist in providing quotes for accounts with predetermined pricing.

• Offer administrative support for tracking open orders, preparing scheduled and custom reports, and addressing sales-order inquiries.

• Investigate open orders and present ETA information to clients in a report format.

• Input and update order details in the system.

• Generate one-off or routine reports utilizing established tools.

• Refer complex open-order or reporting requests for further assistance.

• Collaborate with management on requests that fall outside the current report scope.

• Address client email inquiries regarding tracking, serial numbers, packing slips, and other pertinent information.

• Initiate the returned merchandise process, guide clients on RMA creation, and input RMAs into the system.

• Forward all RMA requests to Customer Service.

• Adhere to a Monday–Friday daytime work schedule as assigned.

• Undertake additional duties or special projects as required.

⛳️ Requirements

• Basic knowledge of Inside Sales or a comparable client-facing position involving substantial data entry in an ERP or CRM is preferred.

• Candidates must be authorized to work for any employer in the U.S.

• Employment visa sponsorship is not available.

🏝️ Benefits

• Compensation.

• 401k plans.

• Medical insurance.

• Complimentary therapy sessions.

• Mental health coaching and resources.

• Meditation tools.

• Paid vacation days.

• Paid sick leave.

• Wellness Time Off days.

• Volunteer Time Off days.