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Client Support Specialist

2 months ago

Wilmington, Massachusetts, United States DB Roberts Full time
JOB OVERVIEW

The primary goal of this role is to deliver crucial support to the Inside Sales Team and Branch Management, while gaining insights into the core functions of our business, paving the way for potential career advancement within DB Roberts.

This position serves as a foundational step towards a rewarding career in sales within our organization.

The Client Support Specialist is tasked with managing order entry and maintenance, generating reports, reviewing backlogs, handling spreadsheet tasks, and offering comprehensive support for essential branch administrative functions.

This role also provides auxiliary support for the sales team in addressing customer inquiries and contributes to the growth of sales with select accounts.


A key indicator of success for a Client Support Specialist is the capability to juggle multiple daily priorities efficiently.

You will be a central figure in delivering exceptional customer service for our branches, collaborating with the inside team to cultivate strong relationships with our personnel, clients, and suppliers.

Your ability to engage fully with the entire branch team and provide a high level of service to both internal and external clients will ensure that our customers consistently enjoy a positive experience with DB Roberts.


KEY RESPONSIBILITIES:
Additional duties may be assigned.
Before embarking on this journey, it is vital to have a clear plan.

In the initial 30 days, take the initiative to meet with your Branch Management team to comprehend the Company vision and key objectives for the branch.

Collaborate and document your role in achieving these objectives.

Within the first 30 days, you will need to showcase your ability to prepare and maintain various spreadsheets necessary for the branch, demonstrating a solid understanding of MS Excel.

Within the first 90 days, you will need to familiarize yourself with the DB Roberts CRM system and resources, gaining a working knowledge of order entry processes and utilizing available resources to manage business operations and resolve issues.

All assigned training modules should be completed by this time.

Within the first 90 days, you will need to analyze our customers' backlog in conjunction with product availability, liaising with both Sales and Customers to ensure a delivery rate of 95% or higher for the branch.

Within the first 6 months, you will be expected to propose one process improvement idea related to your role.
Establish strong working relationships with all internal key support personnel. Maintain high levels of professionalism and diplomacy when interacting with our internal support teams.

EDUCATION AND EXPERIENCE:


A Client Support Specialist at DB Roberts should possess an associate degree or 1-2 years of progressively responsible experience in an office or related customer service environment, or an equivalent combination of education and experience.


SKILLS AND QUALIFICATIONS:
To fulfill this role, you must be a U.S. Person as defined by ITAR.

ITAR defines a U.S. Person as a U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.

Must be able to report to the assigned office location during scheduled in-office workdays.
Excellent interpersonal and communication skills.
Advanced proficiency in Excel, Outlook, and Word.
Strong understanding of customer service principles and standard office practices.
Exceptional phone etiquette.
Strong organizational skills and the ability to multitask.

PHYSICAL DEMANDS:


While performing the duties of this position, the employee is frequently required to stand, sit, use computers, read, write, type, operate copy machines, file paperwork, use telephones, and engage in written and oral communication with clients, colleagues, and customers.

Reasonable accommodations may be made to enable individuals to perform the essential functions of this role.

This is a sedentary position.

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Significant movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard) are required.

The worker is required to have close visual acuity to perform activities such as:
preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORKING ENVIRONMENT:
This position is not significantly exposed to adverse environmental conditions (such as in typical office or administrative work.)

Equal Opportunity Employer
DB Roberts is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.

All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

Compliance Statement

If this is a U.S.-based role, the following applies.

This position requires the use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR).

To perform this role, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. Person as a U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.
Benefits

DB Roberts offers a comprehensive benefits package to all full-time, regular employees located in the United States which includes:
Comprehensive medical, dental, and vision
Vacation, sick time, and holidays
Accident, life, disability, and critical illness insurance
401k retirement program with match
Wellness programs
Tuition reimbursement
Referral bonuses
Pet insurance
Employee discount program
And a day off for your birthday.