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Client Engagement Coordinator

2 months ago

Phoenix, Arizona, United States Connection Full time

Position Overview:

Company Mission

At Connection, we simplify the complexities of IT by facilitating the relationship between individuals and technology. Whether our clients need to enhance their warehouse management, empower their workforce, or safeguard their data, we provide tailored solutions. Our expertise lies in identifying the optimal mix of technological hardware, software, cloud services, and support to achieve our clients' goals.

About Us

Our diverse team is enriched by a variety of backgrounds, experiences, and viewpoints. This diversity fuels our innovation and sets our technology solutions apart. We invite you to contribute your unique insights and experiences to a collaborative environment that values creativity and support.

Benefits of Working with Us

At Connection, you will discover a supportive work culture and a fulfilling career, complemented by a comprehensive benefits package. We prioritize our employees' well-being with competitive compensation, 401k plans, medical coverage, and a range of other benefits. We recognize the significance of emotional health and offer resources such as free therapy sessions, mental health coaching, and meditation tools. Additionally, our generous paid time off policy includes vacation, sick leave, and designated Wellness and Volunteer Time Off days.

Role Summary

Under the guidance of the Client Experience Manager, the Client Experience Specialist is responsible for executing various administrative tasks related to complex client orders and standards. This role involves significant data entry for client quotes, repetitive order processing, and managing client returns. The Specialist will monitor the daily Open Order Report and provide customized reporting as needed. Timely responses to client inquiries regarding order tracking and pricing for established accounts are essential.

Key Responsibilities:

Order Management:

  • Respond promptly to client inquiries and ensure timely order placement in accordance with company procedures to meet client service level agreements (SLAs).
  • Understand shipment deadlines for all major distribution partners and carriers.
  • Communicate proactively with clients regarding order placements, including estimated arrival times and backorder updates.
  • Escalate any cost changes or end-of-life product notifications to the Sales Operations Advisor or Inside Account Manager.

Quote Management:

  • Provide timely quotes for clients on run rate velocity products, adhering to a four-hour response time based on Sales team direction.
  • Assist with quotes for accounts with pre-established pricing.

Sales Support:

  • Offer administrative assistance for open order tracking, scheduled and custom reporting, and inquiries related to sales orders.
  • Research open orders and deliver estimated arrival information to clients in a report format.
  • Recommend alternative suppliers or replacement products in collaboration with the sales team.
  • Maintain and update order information in the system for team accessibility.
  • Utilize established tools to generate one-off or scheduled reports for clients.
  • Collaborate with the Sales team on complex requests related to open orders or reporting.
  • Coordinate with management on requests that extend beyond existing reporting capabilities.
  • Respond to client emails regarding tracking, serial numbers, packing slips, and Return Merchandise Authorizations (RMAs).
  • Initiate the merchandise return process and educate clients on RMA creation.
  • Escalate all RMA requests to Customer Service.

Qualifications:

Experience:

  • A minimum of four years of relevant experience, including at least two years in data entry within an inside sales environment.

Technical Skills:

  • Intermediate proficiency in Microsoft Office, particularly Excel for spreadsheet management.
  • Advanced knowledge of Microsoft Outlook, including experience with shared email accounts and multitasking in a fast-paced environment.
  • Basic understanding of desktop/laptop anatomy to address customer needs effectively.
  • Familiarity with data entry into CRM or ERP systems.

Business Acumen:

  • Understanding of the purchasing process from an Inside Sales perspective.
  • Knowledge of the sales cycle for business transactions.
  • Basic comprehension of the sales process to provide clients with accurate SLAs and delivery information.

Competencies:

  • Organizational skills and a methodical approach to tasks.
  • Clear and professional verbal communication abilities.
  • Strong written communication skills for composing professional emails, letters, and proposals.
  • Effective listening skills to fully understand client needs.
  • Ability to quickly learn and adapt to new situations with minimal guidance.

Connection, Inc. and its subsidiaries are committed to considering all qualified applicants for employment without regard to race, sex (including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal law. We will consider accommodations for any known physical, mental, or other impairments of otherwise qualified applicants to enable them to participate in our applicant screening process and to effectively perform the essential functions of their jobs, unless doing so would impose an undue hardship on the Company.