Client Support Specialist

4 weeks ago

Hertfordshire, United Kingdom Parkside Full time
Position Overview

Our esteemed client, Parkside, is seeking two dedicated Client Support Specialists who possess exceptional communication abilities, both verbally and in writing. Proficiency in English is essential, along with fluency in at least one of the following languages:

  • Spanish
  • Italian
  • Polish
  • French

A combination of at least two languages from the list above is preferred and will be considered a significant advantage.

Key Responsibilities

The successful candidates will be responsible for overseeing the entire order management process, ensuring a seamless experience from order placement to delivery at the customer's location.

Key duties include:

  1. Delivering exceptional customer service by maintaining strong verbal and written communication and fostering positive relationships.
  2. Managing customer inquiries via phone and email promptly to provide efficient and reliable service.
  3. Handling customer orders, with a growing focus on electronic transactions, from entry to billing, including sending and following up on quotes and pre-payment documents.
  4. Opening, updating, and managing tickets or cases in our system for each customer inquiry, ensuring alignment with customer expectations and contractual terms while collaborating with other departments.
  5. Effectively addressing queries related to customer orders and deliveries, resolving complaints, and managing credits and debits to ensure timely communication of outstanding deductions.
  6. Coordinating customer and partner support requests through appropriate channels to enable the technical support team to respond effectively.
  7. Continuously monitoring multiple systems and ticket queues throughout the workday.
  8. Maintaining regular communication with Sales Account Managers and other internal teams to ensure timely updates regarding customer orders, inquiries, and deliveries, particularly concerning changes in demand.
  9. Ensuring customer account records are accurately maintained for audit purposes.
  10. Identifying and resolving master data errors affecting the order-to-cash process in collaboration with the data management team.
  11. Providing support to team members and serving as backup for other customer service teams as needed.
Required Skills

Proficiency in PC applications, including Outlook, Salesforce, Excel, and Word, is essential. Experience with SAP is considered a plus.

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