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Customer Engagement Associate

2 months ago

Ann Arbor, Michigan, United States ApiTech Full time

Client Relations Coordinator

Job Category: Customer Service Requisition Number: CUSTO03603

Job Overview

The Client Relations Coordinator will play a pivotal role in fostering and maintaining relationships between clients and the organization, as well as with sales teams, operational staff, and engineering departments. This position involves managing inquiries and processing information efficiently.

Key Responsibilities:

  1. Handle client inquiries and requests: provide pricing and delivery details; follow up with clients and representatives on quotes; manage return orders by issuing return authorizations and validating returns; enter replacement orders; respond to inquiries regarding order status and delivery timelines.
  2. Oversee client purchase orders: accept and input client orders; conduct reviews of purchase orders; communicate effectively with clients; confirm or acknowledge orders; manage change notices for new or existing products; verify client specifications against company designs; collaborate with engineering to fulfill client requirements or communicate any exceptions.
  3. Work closely with internal teams to resolve client issues: check the status of engineering documentation impacting client orders; address accounting discrepancies such as pricing issues, credit adjustments, freight changes, and short shipments.
  4. Proactively follow up on quotes to secure orders.
  5. Document reasons for any lost quotes.
  6. Establish appropriate pricing strategies within company guidelines and secure necessary approvals; obtain delivery lead times and quote details; recommend adjustments to pricing or lead times as needed.

Additional Responsibilities:

Review open orders to ensure timely delivery of products. Escalate issues as necessary to ensure products reach clients promptly.

Provide accurate and timely responses to inquiries, questions, and escalations from clients.

Qualifications:

Education: Associate's Degree

Experience: 5-8 years in Customer Service or Inside Sales, or an equivalent combination of education and experience.

Preferred Skills:

  • Proficiency in Microsoft Office (Outlook, Word, Excel) and web applications.
  • Ability to interpret company manuals and client requirements.
  • Strong written and verbal communication skills for effective interaction with clients, vendors, and team members.
  • Capability to perform calculations involving discounts, interest, proportions, and percentages.
  • Analytical reasoning skills to solve practical problems in varied situations.
  • Ability to understand and follow a variety of instructions presented in different formats.

Work Environment: Office-Based

Direct Reports: None

Physical Requirements:

Regularly required to sit, stand, talk, or hear; walk and use hands for handling tasks; see clearly at close range and have depth perception.

Note: This job description is intended to provide a general overview of the position and is not an exhaustive list of all responsibilities and duties required. Other duties may be assigned as necessary.

Equal Opportunity Employer: ApiTech is an equal opportunity employer and does not discriminate against employees or applicants based on any protected characteristics.