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Client Relations Specialist

2 months ago

Hinsdale, Illinois, United States Gibraltar Industries Full time
Position Overview:

The Client Relations Specialist is dedicated to delivering an exceptional experience that surpasses customer expectations. This role entails taking ownership of each order to guarantee that customer specifications are fulfilled from the moment the order is received until the product is successfully delivered and invoiced, ensuring complete customer satisfaction. The Client Relations Specialist addresses intricate or atypical requests and challenges. Additionally, this position is responsible for nurturing existing business relationships and pursuing new opportunities. As the primary support for customers, they play a crucial role in ensuring satisfaction with products and services.

Key Responsibilities:
  • Demonstrating the core values of Gibraltar Industries.
  • Upholding a positive, empathetic, and professional demeanor towards colleagues and customers at all times.
  • Engaging with both internal and external customers through various communication channels regarding order and delivery updates, stock concerns, modifications, and service-related issues.
  • Processing electronic data interchange (EDI) as well as orders received via email, fax, phone, and written correspondence.
  • Managing all requests from distribution centers (BDC/RDC/FDC/MDC).
  • Handling and overseeing (CHUB) orders.
  • Coordinating daily load shipments for intercompany orders in collaboration with the shipping department and other relevant teams.
  • Managing Return Authorizations (RMAs).
  • Overseeing daily receiving tasks, archiving proof of delivery (POD) documentation, and performing various data entry tasks.
  • Maintaining records of customer interactions, transactions, feedback, and complaints.
  • Resolving National Account disputes within designated timeframes.
  • Collaborating with relevant departments to address any order-related issues and facilitate suitable resolutions.
  • Providing timely and effective responses to inquiries, which may involve quality concerns, delivery coordination, product availability, pricing, and billing.
  • Managing and distributing samples and marketing inventory.
  • Becoming knowledgeable about our product lines to offer informed recommendations and technical guidance to customers.
  • Supporting the external sales team with any customer inquiries or issues regarding their orders.
  • Ensuring customer satisfaction with products and services.
  • Coordinating customer needs with other departments to ensure requirements are met, including special orders, shipping, or production instructions.
  • Acting as a liaison between internal departments to provide information in response to inquiries.
  • Proactively reaching out to potential customers through sales calls.
  • Building strong customer relationships to foster trust and loyalty.
  • Generating, maintaining, and distributing daily and monthly reports.
  • Achieving sales targets and objectives established by management.
  • Assisting team members, including the customer service manager and other departments, as needed.
  • Participating in meetings with the customer service team and other departments as required.
  • Ensuring customer satisfaction and delivering professional customer support.
  • Serving as a backup for the Customer Service Manager.
  • Performing additional duties as assigned.
Qualifications:
  • High School diploma or GED; Bachelor's degree preferred.
  • Minimum of 3 years of experience in a similar capacity, including inside sales or customer service.
  • Outstanding verbal and written communication skills.
  • Strong problem-solving abilities and multitasking skills.
  • Ability to work collaboratively as part of a team.
  • Willingness to learn and grow professionally.
  • Proven ability to foster teamwork among peers.
  • Capacity to handle a high volume of calls and/or emails daily.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).
  • Experience with SAP or a comparable ERP system.
Work Environment:

This position typically involves sitting for extended periods. The work environment is primarily office-based.

What We Offer:

Health & Welfare:
  • Comprehensive medical, dental, and vision insurance plans for employees and their dependents.
  • Flexible spending plans for healthcare and dependents.
  • Complimentary life and accidental death & dismemberment (AD&D) coverage with options for supplemental coverage.
  • Employee assistance programs focused on mental health support.
Financial Wellbeing:
  • Competitive salary structure.
  • Opportunities for bonuses.
  • Generous 401(k) retirement plan.
Flexibility & Time Off:
  • Paid time off, including vacation, bereavement, jury duty, sick leave, and holidays.
Community & Personal Development:
  • Donation matching programs and time off for volunteering.
  • Educational reimbursement opportunities.
About Gibraltar Industries:

Gibraltar Industries is a premier manufacturer and supplier of products and services across North American agtech, renewable energy, residential, and infrastructure sectors. Our mission is to create solutions that enhance the quality of life for individuals and the planet. We leverage engineering, science, and technology to shape the future of sustainable living and productive agriculture. Guided by an inclusive culture that values diverse perspectives, we strive to make a lasting positive impact on all stakeholders involved in our business.