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Client Relations Specialist

2 months ago

Alsip, Illinois, United States Griffith Laboratories Full time

Customer Care Representative

Overview: The Customer Care Representative plays a crucial role in engaging with both external and internal clients at Griffith Laboratories. This position is responsible for managing inquiries related to order placement, status updates, modifications, and any potential delays associated with sales orders. The representative ensures the accuracy of all client interactions and oversees the timely processing of orders, maintaining clear communication regarding any issues that may arise.

Key Responsibilities:

  • Oversees the entire customer relationship process from order initiation to final delivery.
  • Collaborates creatively with Scheduling, Planning, and Operations teams to address challenges as they emerge.
  • Employs Root Cause analysis to implement effective solutions for order-related issues, including shipments and documentation.
  • Fosters and sustains strong relationships with customers and internal departments.
  • Communicates professionally with clients through various channels, including phone and email.
  • Processes orders for products and services following established company protocols.
  • Possesses a foundational understanding of Supply Chain principles and their applications.
  • Works closely with the Sales team to keep them informed of any significant order delays.
  • Negotiates lead times for sales orders in accordance with approved Supply Chain practices.
  • Coordinates authorized returns, adjustments, and customer credits efficiently.
  • Monitors and updates order statuses for both internal and external stakeholders.
  • Maintains accurate records of orders, products, and client information.
  • Manages customer databases, ensuring all documentation and certification requirements are met.
  • Engages with Transportation partners for tracking shipments and addressing damage inquiries.
  • Collects necessary documentation such as Specification Sheets and Certificates as required.
  • Records and coordinates customer complaints related to service and quality through the CAPA system.
  • Generates internal and customer reports and maintains comprehensive client history files.
  • Collaborates with various teams, including Quality Systems, Transportation, Shipping, Manufacturing, Purchasing, and Pricing as needed.
  • Initiates new parts following current processes and procedures.
  • Responsible for invoicing customer shipments accurately.

Qualifications:

  • Associate Degree required; Bachelor's Degree preferred.
  • Minimum of 2 years of customer service experience with a proven track record of success with high-level clients.
  • Familiarity with ERP systems and their functionalities is advantageous.
  • Excellent verbal and written communication skills.
  • Adept at data analysis and problem-solving.
  • Proficient in Microsoft Office applications, particularly Word and Excel.

Additional Information:

Job Family: Customer Service
Job Function: Customer Service
Pay Type: Salary
Travel Required: No
Required Education: Associate Degree