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Client Support Specialist
2 months ago
Position Overview:
The role of the Customer Service Representative involves engaging with clients primarily through phone and email communications to gather essential information for order processing and to address inquiries, concerns, and requests regarding products and services.
Key Responsibilities:
- Embrace a mindset focused on continuous improvement, identifying opportunities to enhance the overall customer experience through both internal and external solutions.
- Address all customer requests promptly, anticipating their needs and coordinating timely responses from relevant internal and external parties.
- Establish new customer accounts, process orders, and manage requests via the ERP system while maintaining accurate records of customer interactions and transactions through Salesforce.
- Recognize upselling opportunities and collaborate with the sales team to escalate these prospects.
- Facilitate refunds and credits for customers in partnership with the Customer Service Manager as part of issue resolution.
- Engage with customer billing departments regarding overdue invoices to ensure compliance with billing terms.
- Prepare and distribute reports on customer activity or other reports as needed.
- Coordinate with internal departments such as Technical Support, Sales, and Shipping to ensure customer concerns are resolved and orders are fulfilled.
- Log customer inquiries into the Salesforce tracking system to provide a comprehensive view of customer needs for all employees and departments interacting with customers.
- Cross-train team members on order processing procedures.
- Identify, develop, and document standard operating procedures (SOPs) for the customer service team.
- Adhere to established safety practices and report any unsafe or hazardous conditions to the appropriate supervisor or department.
Reporting Structure:
This position reports to the Manager of Customer Service.
Required Skills:
- Self-motivated with the ability to work effectively both independently and as part of a team.
- Possess a positive work ethic and a passionate attitude.
- Execution-oriented with the capability to prioritize and manage tasks in a fast-paced environment.
- Strong problem-solving skills and the ability to collaborate effectively within a team.
- Ability to prioritize, multitask, and perform well under pressure.
- Excellent verbal and written communication skills.
- Customer-centric approach is essential.
- Experience with ERP systems (Epicor preferred) is advantageous.
Qualifications:
- High School diploma is required.
- Previous experience in a customer support role is preferred.
Physical Requirements:
- Ability to use a telephone for extended periods.
- Ability to work on a computer for extended periods.
- Ability to function within an office environment.
About EnviroLogix:
EnviroLogix is a global leader in the development of rapid detection technologies for GMOs and mycotoxins. Our dedicated team monitors global challenges in the food production chain, proactively finding solutions to emerging issues. Since our founding in 1996, we have expanded our operations and maintained a commitment to innovation in diagnostic technologies. We pride ourselves on exceptional customer service and support, which has been integral to our growth and reputation as a reliable partner in the industry.
