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E-Commerce Client Relations Specialist
2 months ago
The E-Commerce Customer Support Team plays a pivotal role in achieving business objectives through effective collaboration with clients and field associates.
If you thrive in a team-oriented environment, enjoy leveraging technology for automation, excel in creative problem-solving, and are passionate about fostering long-term client relationships, this position may align with your career aspirations.
Key Responsibilities:- Take full ownership of a designated channel while gaining a comprehensive understanding of business processes for each E-Commerce channel, providing support to team members, including assistance with significant deals.
- Manage all approvals, follow-ups, and issues of lower complexity, as well as escalations from clients and field personnel.
- Collaborate closely with Case Managers and Relationship Managers to deliver exceptional service to field colleagues, ensuring tasks such as customer situational research, order processing, and problem resolution are efficiently handled.
- Conduct root cause analysis (RCA) and generate Impact Reports to identify the underlying causes of non-complex issues for proactive resolution.
- Assist in managing channel service-level agreements and guide team members to support channel business based on workload and carryover.
- Process and oversee orders and Return Materials Authorizations (RMAs).
- Address customer requests, including but not limited to orders, pricing inquiries, substitutions, pro-forma invoices, repairs, trades, and loaner equipment.
- Perform necessary follow-ups related to order management, such as back orders, invoice discrepancies, open orders, customer complaints, and order blocks.
- Develop business cases for uncomplicated scenarios to facilitate approvals for Quotes and SCAs.
- Stay informed about promotions, procedures, policies, product updates, and system changes.
4+ years of experience in customer service or call center operations, or 4+ years in account management is required.
A minimum educational qualification of a bachelor's degree is necessary.
6+ years of experience in customer service or call center operations, or 6+ years in account management is preferred.
Strong business writing skills are essential.
Ability to read, interpret, and comprehend documents, operating instructions, maintenance guidelines, and procedural manuals to provide accurate information to clients.
Proficiency in utilizing computer systems and general office equipment, including telephones, adding machines, copiers, and fax machines.
1+ years of experience with SAP is advantageous.
~2+ years of experience with SalesForce is beneficial.
Excellent interpersonal skills, telephone etiquette, and verbal communication abilities are required.
Demonstrated capacity to embrace challenges, manage risks, and navigate uncertainty.
