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Client Care Associate

4 months ago

Marcus Hook, United States Amerisan LLC Full time

Position: Client Care Associate

Reporting Relationship: Report to the Client Care Manager

Location: PA Corp Office - Boothwyn, PA

Client Care Associate:

Are you a highly-motivated individual with great communication skills? If so this may be for you Amerisan is building a team of A players. Amerisan has enjoyed 16 years of solid growth and has ambitious goals for the future Every day we're blazing trails, engaging with clients across the nation, and collaborating with colleagues, to fulfill the Amerisan vision of Excellent Meticulous Customer Service. Amerisan is a fun place to work where we encourage employee development and there is opportunity for growth No politics, a safe, collaborative environment focused on continuous improvement and encouraging a culture of creativity, accountability and innovation We can't wait to see what strengths you can add to the team

The Client Care role is a critical liaison between the customer and Amerisan, and relies on great teamwork internally with sales, supply chain, warehousing and logistics to provide the WOW service we have become known for This role contributes well beyond the placement and follow-through on all orders. Expectations include providing valuable insights and information based on customer conversations, participating on account teams, client cases, sales support to the sales Team, helping and facilitating quotes and proposals, analyzing related data and processes to help inform business decisions and drive continuous improvement, and participating in customer engagements to further strengthen the relationship in support of the sales strategy for each account. We work on the concept of outside reps and an inside wingperson. You are the wingperson. You play a critical role in the success of the team and are the centerpiece that ties the sales, procurement and operations functions together.

RESPONSIBILITIES

  • Provides excellent service to internal and external customers to improve quality of service, productivity and profitability. You have the latitude to express your title Client Care . We go by the principle of SOP not the traditional Standard Operating Procedure but SERVICE OVER POLICY . As long as something is not Illegal, Immoral or Won't send us broke its in your power to satisfy the client.
  • Competently navigate business systems to manage the receipt, placement and satisfactory completion of all customer orders through delivery in the most profitable and practical manor.
  • Learn and understand product details, release dates, pricing, etc. and answer questions from accounts and sales reps about the product.
  • Work closely with your outside rep to ensure customers' needs are taken care of quickly and efficiently and strategize for client growth.
  • Tracks and monitor sales orders from start through completion in accordance with company policies.
  • Take ownership of processes related to invoicing, pricing, rebates, discrepancies, disputes, credit/debit memos.
  • Prepares customer quotation requests and maintain CRM as required.
  • Provides service and support to the sales team and assist as needed.
  • Reviews and handles customer cases and complaints in a timely manner.
  • Ensures customer account compliance requirements are met.
  • Achieves, maintains and strives to improve customer service levels and standards
  • Implements proactive selling opportunities where possible. This includes upselling and ensuring orders comply with our Terms and Conditions of sale.

EDUCATION/EXPERIENCE

  • Must have a great attitude and be a team player with the ability to facilitate communication internally and externally.
  • 2+ years in a Customer Service role, providing excellent service to external and internal customers.
  • Ability to collect, analyze and report on data through the use of Excel.
  • Strong computer skills and demonstrated proficiency in Microsoft Office
  • Ability to develop and manage multiple priorities simultaneously.
  • Translate strategic direction into daily activities and execution.
  • Ability to work effectively as an individual contributor with minimal supervision.
  • Knowledge of Customer Service best practices
  • Excellent written & verbal communication skills
  • Outside the box thinker/problem solver

Company Description:

Amerisan is a leader in serving the Food, Nutraceutical & Pharmaceutical Processing Industries, with Food Safety and Sanitation Systems and Supplies. Our clients include well known global Fortune 500 food processers, we also serve regional manufacturers along with small and medium-sized processors. We operate 14 distribution centers as well as having 5 Global Partners. We are a technology-centric company which enables us to ship almost every product within the next day utilizing the lean manufacturing principles we employ.