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Client Support Specialist
2 months ago
Reporting to the customer service team leader, the role involves overseeing customer support activities and enhancing customer experiences. The position plays a crucial part in assisting the sales team to meet quality objectives and business targets.
It is essential to understand customer dynamics, as well as company and departmental goals, to contribute effectively to achieving these targets. The role supports the sales framework, manages workload and workflow, and encourages collaborative ideas and solutions. Additionally, it provides commercial assistance to the account manager and business development manager teams to monitor and fulfill the sales strategy.
Key Responsibilities:
- Manage a specific portfolio of customer accounts, including providing quotes and analyzing data to identify growth potential.
- Coordinate the customer returns process, ensuring service calls are resolved effectively to enhance customer satisfaction. This includes organizing meetings and calls with relevant stakeholders.
- Monitor and respond to inquiries received via the website, phone calls, and email.
- Input Sales Orders into SAP after verifying details for accuracy, ensuring precise sales quote analysis.
- Oversee the sales inbox, appropriately assigning items to the customer service team, account managers, and business development teams.
- Handle incoming calls, logging activities through the CRM system.
- Approve internal SAP documents to maintain accuracy and prevent future discrepancies.
- Collaborate with other departments to fulfill customer documentation needs.
Client Relationship Management:
- Establish and nurture strong relationships with clients, gaining insight into their needs and objectives.
- Support team members in developing and sustaining their client relationships.
Customer Satisfaction:
- Ensure outstanding customer satisfaction by addressing escalated client concerns.
- Foster a customer-centric mindset within the team.
Essential Skills:
- Excellent communication and collaboration skills across departments.
- Positive attitude towards change and continuous improvement.
- Strong organizational skills with the ability to prioritize tasks and multitask effectively under pressure.
- Proficient in Microsoft Office applications.
- Capable of conducting data analysis.
- Proactive approach to problem-solving.
