Client Relations Specialist

2 weeks ago

Hinsdale, Illinois, United States Gibraltar Industries Full time
Position Overview:

The Client Relations Specialist is dedicated to delivering an exceptional experience that surpasses customer expectations. This role entails taking ownership of each order to guarantee that customer needs are fulfilled from the moment the order is received until the product is successfully delivered and the customer is fully satisfied. The Client Relations Specialist addresses intricate or atypical requests and challenges. Additionally, this position is responsible for the upkeep and growth of existing accounts while also pursuing new business opportunities. They serve as the primary support for customers, ensuring satisfaction with products and services.

Key Responsibilities:
  • Exemplifying the core values of Gibraltar Industries.
  • Upholding a positive, empathetic, and professional demeanor towards colleagues and customers at all times.
  • Engaging with both internal and external customers through various communication channels regarding order and delivery updates, stock concerns, modifications, and service-related issues.
  • Processing various types of sales orders, including EDI, email, fax, phone, and written requests.
  • Managing all distribution center order requests effectively.
  • Handling and overseeing (CHUB) orders.
  • Coordinating daily load shipments for intercompany orders in collaboration with the shipping department and other teams.
  • Managing Return Authorizations (RMAs) efficiently.
  • Conducting daily receiving tasks, archiving proof of delivery paperwork, and performing assorted data entry duties.
  • Maintaining detailed records of customer interactions, transactions, feedback, and complaints.
  • Resolving National Account disputes within designated timeframes.
  • Collaborating with relevant departments to address any order-related issues and finding suitable solutions.
  • Providing timely and effective responses to inquiries, which may involve quality concerns, delivery coordination, product availability, pricing, and billing issues.
  • Managing and distributing samples and marketing inventory.
  • Becoming well-versed in our product offerings to provide informed recommendations and technical support to customers.
  • Assisting the external sales team with any customer inquiries or issues regarding their orders.
  • Ensuring customer satisfaction with products and services.
  • Coordinating customer requirements with other departments to meet their needs, including special orders, shipping, or production instructions.
  • Acting as a liaison between internal departments to provide necessary information in response to inquiries.
  • Proactively reaching out to potential customers through sales calls.
  • Building strong customer relationships to foster trust and loyalty.
  • Generating, maintaining, and distributing daily and monthly reports.
  • Achieving sales targets and objectives set by management.
  • Supporting fellow team members, including the customer service manager and other departments as needed.
  • Participating in meetings with the customer service team and other departments as required.
  • Ensuring customer satisfaction and delivering professional customer support.
  • Serving as a backup for the Customer Service Manager.
  • Performing additional duties as assigned.
Qualifications:
  • High School diploma or GED; Bachelor's degree preferred.
  • Minimum of 3 years' experience in a similar role, including inside sales or customer service.
  • Exceptional verbal and written communication skills.
  • Strong problem-solving and multitasking abilities.
  • Team-oriented with a collaborative mindset.
  • A willingness to learn and develop professionally.
  • Ability to foster teamwork among peers.
  • Capacity to handle a high volume of calls and/or emails daily.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).
  • Experience with SAP or a comparable ERP system.
Work Environment:

The position is primarily office-based, requiring prolonged periods of sitting.

Benefits:
  • Comprehensive medical, dental, and vision insurance plans for employees and their dependents.
  • Flexible spending plans for healthcare and dependents.
  • Complimentary life and AD&D insurance with options for supplemental coverage.
  • Employee assistance programs focused on mental health support.
  • Competitive salary with bonus opportunities.
  • Generous 401(k) retirement plan.
  • Paid time off, including vacation, sick leave, and holidays.
  • Opportunities for community involvement and personal development through donation matching and educational reimbursement.
About Gibraltar Industries:

Gibraltar Industries is a prominent manufacturer and supplier of products and services for various markets, including agtech, renewable energy, residential, and infrastructure. We are committed to creating solutions that enhance the quality of life for individuals and the planet. Our inclusive, values-driven culture encourages diverse perspectives and collaboration, enabling us to make a lasting positive impact on all stakeholders. For more information about our company and values, please visit our website.

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