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Customer Support Liaison
2 months ago
We are seeking a highly skilled and experienced Customer Support Liaison to join our team at JMK Resourcing Solutions. As a key member of our customer service team, you will play a vital role in providing exceptional support to our high-revenue Key Account customers.
Key Responsibilities
- Collaborate with various functions to handle first-line customer service inquiries and perform sales administration tasks for Key Accounts.
- Meet and achieve targets and SLAs while managing your daily workload to ensure these metrics are met.
- Utilize company databases proactively on a daily basis to contribute to departmental goals, including order management systems, CRM, and client portals.
- Work with all internal departments to resolve customer queries and complaints.
- Support Key Account Managers by ensuring orders across their base are sent out on time and in full, identifying any discrepancies and taking corrective action.
- Provide feedback to management for continuous customer improvement.
Key Challenges and Decisions
- Advocate for customer needs constructively with internal colleagues.
- Ensure orders are placed accurately.
- Work effectively in a fast-paced environment with multiple areas of accountability.
Requirements
- Experience with Excel and CRM systems such as Hubspot, Salesforce, Zendesk, or Freshdesk.
- Experience managing high-turnover accounts, such as key accounts or VIP customers.
- Proactive and demonstrate initiative with a keen eye for detail.
- Excellent communication skills (both verbal and written) and adjust them as necessary.
- Accustomed to working in a fast-paced environment, able to prioritize and manage your workload to ensure urgent tasks are addressed promptly.
- Comfortable speaking to customers over the phone to resolve issues faster and build customer relationships through phone calls rather than relying on emails.
- Quick learner.
- Experience in a similar customer service role, ideally within a similar B2B or BTR industry, and in managing/resolving customer complaints. Sales administration experience, particularly with key accounts, is highly desirable.
- Display excellent customer service skills.
