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Client Support Representative

2 months ago

Plymouth, Wisconsin, United States Altor Solutions Full time

Job Title: Client Support Representative

Reports to: Client Support Manager

FLSA Status: Salary Non Exempt

Travel: Travel requirement 10-15%

Overview:

Under the supervision of the Client Support Manager, the Client Support Representative (CSR) is expected to possess comprehensive knowledge of the order fulfillment process. This includes order entry, acquiring scheduling details, coordinating shipments, expediting orders, and addressing customer inquiries. The CSR will serve as a communication bridge between various departments to investigate and resolve non-product-related issues. This role will involve executing standardized procedures, completing ERP (NetSuite-Plex) and additional training to align with departmental and organizational standards.

Key Responsibilities:

· Customer Engagement: Serve as the primary contact for a designated geographical area or specific market accounts. Provide information regarding products or services related to Altor's offerings. Respond to customer inquiries through phone, email, or chat promptly and professionally. Ensure accurate information and assistance regarding products, services, and policies.

· Issue Resolution: Address customer complaints and concerns effectively, striving for a quick resolution while ensuring a positive customer experience. Escalate issues to the appropriate channels when necessary.

· Order Management: Assist customers with order placements, shipment tracking, and processing returns or exchanges. Ensure precision and efficiency in order management processes.

· Product Expertise: Acquire a thorough understanding of our products or services to effectively respond to customer inquiries and concerns. Be knowledgeable about product features, pricing, and the entire Altor product range.

· Customer Relationship Development: Establish and maintain strong customer relationships by demonstrating empathy, professionalism, and dependability in every interaction. Customer site visits may be necessary to support customer or business needs.

· Record Keeping and Reporting: Maintain comprehensive records of customer interactions, including inquiries, complaints, and resolutions. Provide regular reports such as Open Order Reports, Scorecards, and feedback to management regarding service level agreements.

· Team Collaboration: Work closely with departments such as Sales, Operations, Scheduling, or Marketing to ensure effective communication and resolution of customer issues. Contribute to team objectives and initiatives.

· Additional responsibilities may be assigned.



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