JOB DESCRIPTION



General Purpose of Position:


The Client Relations Specialist serves as the liaison with the company's customers, developing relationships, providing guidance and advice, and providing a higher level of customer support on a specific product or service.


Duties and Responsibilities:

• Ensure both the company and clients adhere to contract / specs
• Day-to-day communication with customers / clients, answer questions, manage conflicts and collect feedback and escalate as appropriate
• Maintain up-to-date knowledge of company products and services
• Effectively provide client support and communication
• Facilitate inter departmental communication to provide effective client support
• Build, maintain, and strengthen relationships between the company, reps and clients by providing optimal service
• Assist sales team with identifying opportunities to up-sell / cross sell services and products
• Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus and accomplish improvements.
• Liaise between customers, contractors, sales reps and appropriate personnel
• Interacts with customers including contractors to provide support and information on an assigned product or service
• Ensures that appropriate actions are taken to resolve customers, contractor or sales representative problems and concerns
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
• Uses knowledge of a specific product, service, or other assigned area of expertise to validate customers orders and correct as necessary for proper delivery
• Be familiar with other product and services to support staff of Client Relation Specialists
• Collaborate with customer service personnel, product management department, service departments and/or sales representatives to streamline information and orders
• Performs other related duties as assigned
• Collaborate with regional sales resources to improve their customer service experience
• Escalate issues or situations as appropriate
• Understand contractor, sales representative and customer perspectives to improve their order experience
• Build relationships directly with contractors, sales representatives, customers and internal staff

• 1 to 2 years experience and/or training in this type of work
• High School Diploma or GED
• Strong verbal and excellent written communication skills; strong attention to detail
• Excellent time management skills
• Excellent customer service skills
• Ability to develop working relationships at multiple levels of the organization
• Collaborative team player with the ability to build consensus
• Proficient with Microsoft Office Suite and SAP
• Ability to handle change and ambiguity
• Effective in a fast paced environment
• Ability to be self-directed and motivated
• Ability to work at a focused and continuous pace