[Hiring] Client Experience Specialist @Connection

Role Description

Working under direct supervision of the Director or Manager, Client Experience, the Client Experience Specialist handles the administrative tasks associated with more complex velocity client orders and client standards. The role requires heavy data entry for velocity quotes, repetitive order entry, client standards, and returns. The Specialist monitors the daily Open Order Report for actions and provides custom reporting of information required by the client. The Specialist responds timely to client requests regarding order tracking and pricing requests for clients with established system pricing.

• Responds timely to client requests and places orders within company procedural guidelines to meet the client’s SLA.
• Understands shipment cutoff times for all major distribution partners and carriers.
• Proactively communicates with 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 IAM.
• Provides timely quotes, within 4 hours, for customers on run rate velocity products based on direction from the Sales team.
• Assists with quotes for accounts with established pricing.
• Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders.
• Researches open orders and provides ETA information to clients in a report format.
• Switches suppliers or recommends replacement products with input from the sales team.
• 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.
• Works with the Sales team on complex requests regarding open orders or reports.
• Works with management on requests that fall outside the scope of existing reports.
• Responds to client email requests for tracking, serial numbers, packing slips, and other inquiries.
• Initiates the returned merchandise process.
• Educates the client on RMA creation and enters RMA in the system.
• Escalates all RMA requests to Customer Service.
• Performs all other duties or special projects as assigned.

Qualifications

• High School diploma or equivalency.
• Minimum of 4 years of work experience to qualify for the role.
• Total of 7 years of work experience to be fully proficient.
• Intermediate Microsoft Office skills, including Excel for creating and using spreadsheets.
• Advanced knowledge of Microsoft Outlook for email, including working with a shared email box.
• Working knowledge of data entry into a CRM or ERP system.
• Understanding of the customer's purchasing process from an Inside Sales perspective.
• Basic understanding of the sales cycle for a business purchase.
• Organized with the ability to document activities, anticipate problems, plan schedules, and monitor performance according to priorities and deadlines.
• Articulate with the ability to express oneself clearly and professionally in written and oral communication.
• Excellent written communication skills for composing professional business communications via email, letter, and proposals.
• Good listening skills with the ability to receive information completely and understand what is being said.
• Quick study with the ability to master a situation or learn new things with minimal direction or training.

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, and medical insurance.
• Free therapy visits, mental health coaching and tools, and meditation resources.
• Generous paid time off package, including vacation, sick time, Wellness, and Volunteer Time Off days.