Client Relations Specialist

2 weeks ago

Lake Oswego, Oregon, United States Aston Carter Full time

Position Overview:

The Order Entry/Customer Support Associate I role is integral to the Logistics and Customer Support team, focusing on engaging with clients to comprehend and fulfill their needs for both new and refurbished headsets. The responsibilities of the Associate may vary based on client demands and the specific tasks they are trained and authorized to execute.

Key Responsibilities:

  • Address emails and online inquiries in accordance with productivity goals.
  • Exhibit meticulous attention to detail while documenting client requirements and order specifications.
  • Generate cases for all recorded field failure incidents, including RMAs for returns, replacements, and refunds.
  • Manage daily email correspondence, ensuring prompt responses and follow-ups with clients.
  • Handle approximately 20 incoming calls daily.
  • Respond to pre-sales inquiries, educate clients on product features, and facilitate order placements with the correct pricing and scheduling.
  • Acquire product knowledge to assist clients with technical support, warranty claims, or new product purchases.
  • Engage with clients, taking detailed notes into cases using defined questions, troubleshooting techniques, and product expertise.
  • Follow up and resolve client inquiries and issues via phone, email, web, and mail.
  • Uphold the company's reputation for exceptional customer service during every client interaction and meet quality standards.
  • Utilize business acumen and sound judgment to determine the best course of action for situations that benefit both clients and the organization.
  • Approve web cases and manage cases on the Variant Cart and Intel Web report.
  • Participate in outbound marketing initiatives and attend trade shows as required.

Required Skills:

  • Proficiency in Microsoft Office Suite, including Word.
  • Experience in customer support and inbound call handling.
  • Technical support and data entry capabilities.
  • Strong troubleshooting and customer service skills.
  • Familiarity with CRM systems and web services.
  • Excellent communication skills, both written and verbal.
  • Ability to maintain a professional demeanor under pressure.
  • Organizational skills with the capacity to multitask effectively.

Qualifications:

  • 1-2 years of relevant experience in customer service, order entry, or administrative support.
  • A positive attitude and a natural problem-solving ability.
  • A collaborative team player who enjoys assisting colleagues and clients.
  • Experience with CRM and contact center software, particularly Sage CRM.
  • A strong customer support background with experience in phone work, front desk, or administrative roles.

About Aston Carter:

Aston Carter is dedicated to providing top-tier corporate talent solutions to a diverse range of clients globally. Specializing in fields such as accounting, finance, human resources, talent acquisition, procurement, supply chain, and select administrative roles, we enhance the capabilities of industry-leading organizations. Our extensive recruiting expertise and vast network enable us to meet the evolving needs of our clients and talent community with agility and excellence.

Diversity, Equity & Inclusion:

At Aston Carter, we believe that diversity and inclusion are essential to the success of our workforce. Our commitment to DE&I is reflected in our practices, including:

  • Recruiting diverse talent.
  • Fostering an inclusive environment through continuous self-reflection.
  • Building a culture of care, engagement, and recognition.
  • Providing growth opportunities for all employees.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

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