Client Relations Specialist

2 weeks ago

Conyers, Georgia, United States Cellofoam North America Inc Full time

Customer Experience Professional

Job Category: Customer Service Requisition Number: CUSTO01253

Job Details

Description

Role Overview

The Customer Experience Professional plays a crucial role in delivering exceptional service to both internal and external clients. This position requires a comprehensive understanding of the company's offerings and effective communication with team members within the customer service division.

Key Responsibilities:

  • Answer incoming calls promptly and courteously, adhering to company protocols.
  • Professionally address all customer inquiries related to service modifications, disputes, billing issues, cancellations, and new account setups.
  • Provide accurate and timely information regarding customer order statuses and product inquiries.
  • Process customer orders, modifications, and returns in accordance with established company policies.
  • Deliver standard information concerning service options, pricing, billing, and contract details.
  • Ensure customer concerns are fully understood and provide clear explanations of resolutions.
  • Collaborate closely with the credit department to address disputed credit items.
  • Work in partnership with the sales team to enhance customer service experiences.
  • Coordinate with other departments to resolve customer issues effectively.
  • Address customer account discrepancies and make necessary adjustments with management approval.
  • Foster a positive work environment that promotes respect and collaboration.
  • Safeguard the organization's integrity by maintaining confidentiality of sensitive information.
  • Perform additional related duties as assigned.
  • Maintain compliance with corporate standards for business conduct and federal regulations.
  • Adhere to Cellofoam North America Inc.'s core focus areas: safety, financial integrity, customer satisfaction, and employee well-being.

Position Requirements:

  • Minimum of 1 year of experience in customer service or a help desk role is required; experience in collaboration with a sales team is advantageous.
  • Professional demeanor and telephone etiquette are essential.
  • Excellent verbal and written communication skills are necessary.
  • Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
  • Proven analytical and problem-solving skills to benefit both customers and the organization.
  • Proficiency in Windows and Microsoft applications is required; familiarity with other systems is a plus.
  • Exceptional customer service and data entry skills are mandatory.
  • General understanding of office operations is expected.
  • Ability to work independently and collaboratively to meet or exceed performance standards.
  • Capability to identify issues, make informed decisions, and resolve problems efficiently.
  • Ability to remain calm under pressure and treat all individuals with respect.
  • Additional skills may be required to perform specific tasks related to the department or business line.

Other Duties: This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required for this position. Responsibilities may change at any time with or without notice.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

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