Client Relations Specialist

2 weeks ago

Hanover, Pennsylvania, United States L2 Brands Full time
Job Overview

The Customer Service Coordinator plays a vital role in the Customer Service department, reporting directly to the Vice President of Customer Service. This position serves as the main liaison for clients and sales teams, fostering long-lasting relationships through outstanding support and satisfaction.

Key Responsibilities:

  1. Client Assistance:
    • Possess a thorough understanding of company offerings, including products, design options, order policies, and timelines.
    • Exhibit exceptional time management skills, effectively juggling various tasks such as responding to inquiries, processing orders, and managing reports.
    • Support customers and sales representatives with order modifications as necessary.
    • Provide training to sales personnel on order processing protocols and familiarize them with company policies.
    • Ensure coverage during sales team absences.
    • Facilitate order placements to assist both sales teams and clients.
    • Handle customer inquiries, account setups, and order entries via multiple communication channels.
    • Act as the primary resource for sales representatives regarding order-related questions.
    • Oversee order processing and fulfillment as required.
    • Monitor urgent orders to guarantee timely delivery, including follow-ups with tracking information.
    • Review vendor compliance to meet specific customer requirements.
    • Address complaints proactively, managing returns and credits for defective items.
    • Communicate with clients and sales executives about inventory issues and suggest alternatives when necessary.
    • Draft communications regarding order delays and other relevant updates.
    • Assist with billing inquiries and manage invoice-related tasks.
    • Contact clients regarding production discrepancies to ascertain acceptance.

Daily Activities:

  • Account Management:
    • Ensure all necessary account documentation is accurate and up-to-date.
    • Verify the use of current payment methods for order processing.
    • Maintain detailed account notes for production and shipping requirements.
    • Review outstanding balances prior to order processing.
  • Order Processing:
    • Review and prioritize orders to ensure compliance with company standards and timely processing.
    • Check design notes for accuracy before submission.
    • Identify and resolve potential issues related to orders.
    • Address EDI errors as needed.
  • Art Approval Process:
    • Assist clients and sales teams with graphic modifications to achieve desired outcomes.
    • Make necessary adjustments during the approval phase.
    • Coordinate with the licensing team for any design modifications.
    • Follow up on pending approvals and adjust timelines as required.
  • Account Oversight:
    • Regularly review account queues and follow up on orders.
    • Provide proactive updates to clients and sales representatives regarding order statuses.

Additional Responsibilities:

  1. Assist with preparations for trade shows and sales meetings.
  2. Provide front desk support, including greeting visitors and assisting with inquiries.
  3. Maintain effective working relationships that align with company values.
  4. Be open to cross-training and learning additional departmental functions.

Required Skills:

  1. Excellent time management and organizational skills.
  2. Strong written and verbal communication abilities.
  3. Ability to work collaboratively and independently.
  4. Proficient in Microsoft Office applications.
  5. Commitment to company values and customer satisfaction.

Work Environment:

This position is situated in a professional office setting, utilizing standard office equipment.

Physical Requirements:

Employees must be able to perform essential functions, including the ability to sit for extended periods and occasionally lift items up to 20 pounds.

Education and Experience:

  1. High school diploma required.
  2. Minimum of two years in a customer service role.

Note: This job description is not exhaustive and may be subject to change as needed.

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