[Hiring] Client Experience Associate @Connection

Role Description

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Responsibilities

• Responds timely to client requests and promptly places basic simple orders within company procedural guidelines to meet the client’s SLA.
• Understands shipment cutoff times for all major distribution partners and carriers.
• Proactively communicates to clients on order placements, including order ETA and back order information at the time of order placement.
• Escalates cost changes/EOL to Sales Operations Advisor or account manager.
• Provides timely basic quotes for simple velocity products, within 4 hours, for customers based on direction from the account manager or Client Operations Specialist.
• Assists with quotes for accounts with established pricing.
• Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders.
• Research open orders and provide ETA information to clients in a report format.
• Enters and updates order information in the system for all team members to access.
• Uses established tools to provide the customer with any one-off or scheduled report.
• Escalates any complex requests on open orders or reports to another team member.
• Works with management on any request that falls outside the scope of any existing report.
• Responds to client email requests for tracking, serial numbers, packing slips, and others.
• Initiates the returned merchandise process.
• Educates the client on the RMA creation and enters the RMA in the system.
• Escalates all RMA requests to Customer Service.
• Remote position which requires a Monday - Friday daytime schedule as assigned.
• Performs all other duties or special projects as assigned.

Qualifications

• Preferred basic knowledge of Inside Sales or a similar client-facing role that required heavy data entry into an ERP or CRM.

Requirements

• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Benefits

• Supportive teammates and a rewarding career.
• Progressive and competitive compensation, 401k plans, medical insurance, and other benefits.
• Free therapy visits, mental health coaching and tools, and meditation resources.
• Generous paid time off package that includes vacation, sick time, Wellness, and Volunteer Time Off days.