Client Relations Coordinator

2 weeks ago

Madison, Wisconsin, United States Blackhornvc Full time
Company Overview

Blackhornvc is a forward-thinking venture capital firm dedicated to investing in innovative startups that are transforming industries. Our mission is to support companies that are pioneering advancements in technology and healthcare.

We are committed to providing our portfolio companies with the resources and expertise they need to thrive in competitive markets.

Position Overview

The Client Service Specialist will be an integral part of our Customer Service Team, ensuring that both internal and external clients receive exceptional support and service.

This role will involve addressing client inquiries and issues, processing orders, and contributing to the enhancement of our customer service protocols.

The ideal candidate will possess experience in the healthcare or technology sectors, outstanding communication skills, and a dedication to delivering top-notch service.

Order Management
  • Efficiently process client orders, returns, and exchanges.
  • Collaborate with logistics and supply chain teams to guarantee timely product delivery.
  • Monitor and inform clients about their order status and any potential delays.

Demonstrate exceptional attention to detail and the ability to critically assess client account information to ensure each order is processed according to specified requirements.

Take ownership of accurately processing and reviewing critical, time-sensitive orders.

Documentation and Reporting
  • Maintain precise and comprehensive records of client interactions and transactions in the CRM system.
  • Generate reports on customer service metrics, including response times and satisfaction scores.
  • Provide insights to management to facilitate improvements in customer service processes.
Team Collaboration

Work closely with cross-functional teams, including Sales, Product Development, and Technical Support, to meet client needs and enhance the overall client experience.

Engage in regular team meetings and training sessions to stay informed about product knowledge and company updates.

Continuous Improvement
  • Identify and propose enhancements to customer service procedures.
  • Stay updated on industry trends to ensure competitive and effective customer service.
  • Maintain the Customer Service knowledge database.
Qualifications
  • Bachelor's degree or equivalent experience in a relevant field.
  • 2-4 years of customer service experience, preferably in the healthcare or technology sectors.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills and attention to detail.
  • Proficiency with ERP software and experience with Google Workspace.
  • Able to work independently and collaboratively in a dynamic environment.
  • High level of empathy and commitment to client satisfaction.
  • Experience in developing protocols and training documents.
  • Quality process experience in a regulated setting.

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