Client Relations Specialist
2 weeks ago
Primary Objective of the Role: To deliver outstanding client support and effectively manage client expectations by leveraging knowledge of the company’s offerings. Exceptional communication skills are essential for this demanding yet fulfilling role, which often represents the company to its clients. By actively listening to identify the underlying causes of issues and conveying information in a clear and approachable manner, the Client Relations Specialist can resolve concerns and ensure a positive client experience.
This position requires the ability to de-escalate tense situations and swiftly and efficiently address issues to meet client expectations. The Client Relations Specialist must uphold a high standard of professionalism and portray the organization positively. Each interaction has a significant impact on the company's performance, making it crucial for a skilled Client Relations Specialist to contribute value to the organization.
Responsibilities:
- Receive orders directly from existing clients, bypassing outside sales personnel.
- For unique products, the specialist will forward the request for quotation to the appropriate team member.
- Ensure that freight logistics are available and coordinated effectively.
- Confirm with production that orders can be fulfilled on schedule before entering them into the system and verifying with the client.
- Engage periodically with production to ensure that commitments are realistic and achievable.
- Inform clients if commitments cannot be met, establish new shipping timelines, and follow up accordingly.
- Escalate quality, service, or payment issues to the sales team when necessary.
- Provide timely updates to management regarding challenges or client concerns.
- Collaborate with the sales team to exceed client service expectations.
- Listen, document, and assist in resolving conflicts with clients, ensuring they feel prioritized and confident in the company’s ability to deliver results.
- Manage and prioritize multiple client concerns simultaneously.
- Possess a comprehensive understanding of the business, products, and services.
- Ask probing questions to fully understand issues and gather necessary information for resolution.
- Demonstrate excellent attention to detail.
- Communicate clearly and promptly, both verbally and in writing.
- Exhibit the ability to de-escalate situations effectively.
- Show strong problem-solving skills and the capacity to think quickly under pressure.
- Maintain a positive, empathetic, and professional demeanor toward clients at all times, even in challenging situations.
- Respond promptly to client inquiries.
- Exhibit the ability to learn quickly and adapt from both successes and setbacks.
- Manage multiple tasks and adjust priorities as necessary.
- Use discretion in escalating issues and provide concise yet detailed explanations.
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