Customer Service Specialist
4 weeks ago
Position Overview:
The Client Services Associate plays a pivotal role in delivering exceptional service to our clients, leveraging analytical skills to enhance customer satisfaction and drive revenue growth.
This role serves as the primary point of contact for our clients, addressing moderately complex inquiries and gathering customer data to identify trends and improve service delivery.
Additionally, this position is responsible for recommending enhancements to Client Services processes and escalating intricate issues to management or relevant stakeholders.
Success in this role hinges on building strong relationships with both external clients and internal teams across various functions.
Key Responsibilities:
- Act as a customer advocate to ensure timely service delivery and manage customer complaints effectively.
- Engage with clients for incoming inquiries regarding products, orders, and services, as well as follow-up communications.
- Review client purchase requests, process sales orders in ADEPT, and provide post-sales support to ensure client satisfaction.
- Resolve customer-related issues and complaints concerning orders, services, products, and shipments promptly.
- Collect and analyze data on customer interactions and service trends to inform future training and service improvements.
- Utilize Salesforce proficiently for managing customer relationships.
- Develop and maintain documentation for Standard Operating Procedures, Special Handling, and Knowledge Center.
- Collaborate with Sales, Operations, Finance, and international teams to ensure timely deliveries.
- Provide support in other regions as needed and undertake additional tasks as assigned.
Qualifications:
- Certificate or diploma in business administration or a related field.
- A genuine passion for customer service.
- Demonstrated experience in customer-facing roles.
- Understanding of basic management principles, including scheduling, prioritization, coaching, and process execution.
- Strong computer skills (Word, Excel, PowerPoint, Internet) and familiarity with booking systems, preferably Adept and Salesforce.
- Exceptional attention to detail for accurate data entry and database navigation.
- A positive, proactive attitude with the ability to thrive in a collaborative team environment.
- Strong communication skills, capable of influencing and engaging stakeholders effectively.
- Preferred: Specialized knowledge of technical or operational practices.
- Preferred: Ability and eagerness to learn about the client base and industries.
- Preferred: Capacity to work independently with minimal supervision.
- Preferred: Demonstrated passion, professionalism, and execution skills.
- Preferred: Experience in data analysis.
Benefits:
We are dedicated to providing competitive benefits programs for all employees and continuously enhancing these offerings.
- Attractive salary package within a supportive team environment.
- Excellent job stability with a focus on career advancement.
- Training and development opportunities, including access to Carrier's Online Learning Platform.
Our Commitment:
Our greatest assets are the expertise, creativity, and passion of our employees. We strive to create a workplace that attracts, develops, and retains top talent, fosters employee engagement, encourages teamwork, and drives innovation for our clients' benefit. We aim to cultivate an inclusive environment where everyone feels they belong, with diversity and inclusion as key drivers of growth and innovation. We are committed to implementing best-in-class programs and practices, providing enriching career opportunities, and actively listening to employee feedback to continuously improve.
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