Client Experience Specialist

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

📋 Description

• Manage administrative responsibilities linked to intricate velocity client orders and client standards under the direct oversight of the Director or Manager, Client Experience.

• Conduct extensive data entry for velocity quotes, repetitive order entry, client standards, and product returns.

• Oversee the daily Open Order Report and generate custom client reports.

• Address client inquiries regarding order tracking and pricing for clients with established system pricing.

• Respond promptly to client requests and process orders in accordance with company procedures and client SLAs.

• Grasp shipment cutoff times for major distribution partners and carriers.

• Actively communicate order placement, estimated time of arrival (ETA), and backorder details to clients.

• Elevate cost changes and end-of-life products to the Sales Operations Advisor or IAM.

• Deliver quotes within 4 hours for run-rate velocity products as directed by the Sales team.

• Assist with quotes for accounts that have established pricing.

• Facilitate open-order tracking, scheduled and custom reporting, and sales-order inquiries.

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

• Switch suppliers or suggest alternative products with input from the Sales team.

• Input and update order information within the system.

• Utilize established tools to produce one-off or scheduled reports.

• Collaborate with the Sales team on complex open-order or reporting requests.

• Address client email inquiries for tracking, serial numbers, packing slips, and additional information.

• Initiate processes for returned merchandise, educate clients on RMA creation, and enter RMAs into the system.

• Escalate all RMA requests to Customer Service.

• Ensure relevant departmental processes adhere to Sarbanes-Oxley controls.

• Execute other assigned duties or special projects as needed.

⛳️ Requirements

• Candidates must be authorized to work for any employer in the U.S.; employment visa sponsorship is not available.

• High School diploma or equivalent required.

• At least 4 years of work experience is necessary to qualify for the position.

• Intermediate skills in Microsoft Office, particularly Excel for creating and utilizing spreadsheets.

• Advanced knowledge of Microsoft Outlook, including experience with a shared email inbox and ability to multitask in a fast-paced setting.

• Proficient understanding of data entry into a CRM or ERP system.

• Familiarity with a customer's purchasing process from an Inside Sales viewpoint.

• Comprehension of the sales cycle concerning a business purchase.

• Basic understanding of the sales process and capability to provide accurate SLAs and delivery information.

• Ability to document activities, foresee issues, plan schedules, and monitor performance in line with priorities and deadlines.

• Capability to communicate clearly and professionally in both written and verbal formats.

• Exceptional written communication abilities for professional business interactions via email, letters, and proposals.

• Strong listening skills.

• Aptitude for mastering situations or learning new concepts with minimal guidance or training.

🏝️ Benefits

• Competitive compensation package.

• 401k plans.

• Medical insurance coverage.

• Complimentary therapy visits.

• Mental health coaching and resources.

• Access to meditation tools.

• Paid vacation days.

• Paid sick leave.

• Wellness Time Off days.

• Volunteer Time Off days.