Client Relations Specialist

2 weeks ago

Ontario, California, United States Safariland Group Full time

Customer Service - Account Specialist

As a vital member of our team, you will oversee support for Key Account Programs, ensuring that customer interactions are handled efficiently and in accordance with established policies and procedures.

Key Responsibilities:

  • Foster and maintain strong relationships with assigned accounts.
  • Achieve all designated responsibilities and objectives.
  • Accurately document, coordinate, and complete business transactions and requests, including:
    • Purchase Orders
    • Returns
    • Information inquiries
  • Ensure timely delivery of products and services as per established guidelines.
  • Engage in cross-functional teams and collaborative projects.
  • Communicate effectively with customers and team members regarding issues, progress, and solutions.
  • Collaborate with The Safariland Group team to balance responsibilities and share critical information.
  • Perform additional duties as assigned by the Customer Care Supervisor.
  • Own the customer experience throughout the entire relationship lifecycle.

Additional Skills:

  • Manage key accounts and provide backup support for fellow Account Specialists.
  • Train and mentor Customer Service Representatives as needed.
  • Participate in quality improvement initiatives.
  • Build relationships with assigned accounts to drive new orders and gather business insights.
  • Track and coordinate fulfillment and corrective actions to meet customer contractual agreements.
  • Oversee customer demand planning requirements across the organization.
  • Lead vendor compliance initiatives and corrective actions.
  • Coordinate logistics support for both national and international needs.
  • Compile and analyze reports regarding customer experiences.
  • Utilize extensive experience and judgment to achieve goals.
  • Assume management responsibilities for the team in the absence of the Customer Care Manager.

Qualifications:

  • High School Diploma or General Education Degree (GED).
  • A minimum of five (5) years of experience in Customer Service.
  • At least two (2) years of account management experience in a Customer Service or Sales role.
  • Understanding of telephony concepts and practices.
  • Ability to collaborate with various management levels across different functions.
  • Proficiency in MS Office Suite.
  • Excellent verbal and written communication skills.
  • Ability to thrive in a team-oriented environment.
  • In-depth knowledge of company products, practices, and procedures.
  • Expertise in Sales Order lifecycle management.
  • Ability to work independently with minimal supervision.
  • Proficient in using database query reports and tools.
  • Exceptional follow-through and demonstrated project leadership skills.
  • Familiarity with vendor-managed inventory concepts.
  • Knowledge of Electronic B2B processes.
  • Understanding of vendor compliance and customer relationship management.
  • Cross-functional process knowledge within the enterprise.
  • Experience in contract administration and demand planning.

The Safariland Group values diversity and is committed to fostering an inclusive workforce. We are dedicated to hiring and developing the best talent, regardless of age, gender, race, or any other legally recognized protected basis.

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