Client Support Specialist
5 days ago
Client Support Specialist
Department:
Continuous Improvement
Position Overview:
The Client Support Specialist is tasked with addressing client inquiries, managing order processing, tracking shipments, handling returns and damages, and collaborating with various internal teams.
Key Responsibilities:
- Address client calls and emails promptly and efficiently.
- Receive, manage, and respond to questions regarding pricing, order updates, product availability, and detailed product information.
- Process all incoming requests for shipment details from both internal and external sources.
- Serve as a communication bridge between our Logistics Department and clients concerning order updates, shipment tracking, and identifying delays.
- Assist in resolving quality, service, or billing concerns by executing tasks such as issuing Order Complements, processing Return Goods Authorizations (RGAs), or other solutions as directed by management.
- Collaborate with other internal teams to address client issues or complaints effectively.
- Verify that necessary adjustments were made to resolve client inquiries or requests, ensuring thorough follow-through each time.
- Oversee the order complement process, completing required documentation and ensuring the entire transaction is resolved satisfactorily.
- Contact clients to address inquiries or inform them of claim investigation outcomes or any planned adjustments.
- Manage claims with freight carriers and clients.
- Generate regular or ad hoc reports utilizing SAP and MS Excel.
- Contribute to team growth by mentoring and training new associates as they join the organization.
Minimum Qualifications:
- Demonstrated professional business acumen with the ability to manage multiple tasks effectively while remaining results-oriented in a dynamic environment.
- Comprehensive understanding of the principles of excellent client service.
- Capability to follow through on complex projects requiring extensive research.
- Exceptional phone etiquette and professional communication skills; proven ability to maintain composure when faced with challenging situations and tight deadlines.
- Advanced proficiency in MS Office applications.
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