Client Support Specialist

2 weeks ago


Phoenix, Arizona, United States IEWC US Full time
POSITION SUMMARY:

The Client Support Specialist plays a pivotal role in delivering exceptional service to our clientele. Reporting to the Customer Service Supervisor, this position oversees daily customer interactions, including order management, pre-sale inquiries, and post-sale support. The Specialist collaborates with internal teams, utilizing outstanding communication and customer service skills, along with order management expertise, to effectively support designated territories and fulfill customer needs. As a representative of the IEWC brand, you will embody our value proposition and serve as the primary point of contact for our customers.

PRIMARY DUTIES:
  • Process customer orders accurately and efficiently by: Reviewing purchase orders (PO); validating PO against Customer Material Information (CMI); and entering orders into SAP & Rubicon.
  • Address all customer inquiries promptly, ensuring first-contact resolution.
  • Generate back/late order reports and engage with customers to set realistic expectations while proactively resolving issues.
  • Manage modifications to customer orders, including expedites, tracking, and cancellations.
  • Update customer and material information in SAP or Rubicon in a timely manner.
  • Handle sample requests from customers and the Sales team.
  • Respond to incoming communications (emails, calls, faxes) with precision and urgency.
  • Operate independently with minimal oversight in a dynamic environment.
  • Contribute to ongoing improvements in process efficiency and customer experience.
  • Resolve product or service-related issues by: clarifying customer complaints; identifying root causes; generating return authorizations; providing optimal solutions; and following up to ensure resolution.
  • Utilize SAP, Rubicon, Microsoft Word, and Excel effectively.
  • Collaborate with the appropriate Sales representative to manage changes in the Customer Master file.
REQUIREMENTS:
  • Associate's degree or 2-3 years of relevant customer service experience.
  • Excellent verbal, listening, and written communication abilities.
  • Proficient in Microsoft Office and Excel.
  • Ability to navigate a Windows environment and learn various software applications (SAP, OneNote, Outlook).
  • Strong problem-solving skills applicable to daily operations.
  • Effective time management, multitasking, and organizational capabilities.
  • Ability to perform under pressure and make independent decisions.
  • Meticulous attention to detail in a fast-paced, evolving environment.
  • Capacity to apply critical thinking and analyze data.
WHY JOIN US? At IEWC, we pride ourselves on fostering a supportive environment and culture that empowers our employees to achieve their fullest potential. As an Employee-Owned company, we offer a range of benefits designed to support your success, including:
  • Comprehensive medical, vision, and dental coverage.
  • Employee Stock Ownership Program (ESOP).
  • Short-term and long-term disability insurance.
  • Flexible Spending Account (FSA).
  • Life insurance options for you and your family.
  • Employee Assistance Program.
  • Supplemental life and AD&D coverage (for employee, spouse, and dependents).
  • Business travel insurance.
  • Voluntary critical illness and accident plans.
  • Tuition reimbursement for educational programs.
  • A generous paid time off policy.
  • Paid volunteer hours.
  • Founders Scholarship for dependents attending college.
  • AND MUCH MORE
EOE/Minorities/Females/Veterans/Disabled

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