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Client Relations Specialist

2 months ago

Hanover, Pennsylvania, United States L2 Brands Full time
Job Overview

The Customer Service Coordinator plays a vital role in maintaining the relationship between clients and the sales team at L2 Brands. Reporting directly to the Vice President of Customer Service, this position serves as the main contact for both customers and sales executives, ensuring a seamless communication flow and fostering long-term partnerships through exceptional service and support.

Key Responsibilities:

  1. Customer and Sales Team Support:
    • Possess in-depth knowledge of company offerings, including products, design options, and order policies.
    • Exhibit strong organizational skills to manage multiple tasks effectively, including responding to inquiries, processing orders, and monitoring reports.
    • Assist in correcting and adjusting orders as required by customers and sales representatives.
    • Provide training to sales staff on order entry systems and company policies.
    • Ensure continuity of service during sales team absences.
    • Facilitate order placements to support both the sales team and customer needs.
    • Handle customer inquiries and manage account setups and order entries through various communication channels.
    • Act as a resource for sales representatives, providing daily assistance regarding order-related questions.
    • Oversee the order fulfillment process and ensure timely delivery of rush orders.
    • Review compliance with customer requirements and address any issues related to product availability.
    • Manage complaints and returns, ensuring issues are resolved promptly and effectively.
    • Communicate with customers regarding product availability and suggest alternatives when necessary.
    • Draft communications regarding order delays and other pertinent information.
    • Assist with billing inquiries and manage invoice-related tasks.
    • Contact customers regarding production discrepancies to seek resolution.

Daily Activities:

  • Account Management:
    • Ensure all necessary account documentation is current and accurate.
    • Verify payment information for order processing.
    • Maintain updated account notes for production and shipping requirements.
    • Review account balances prior to processing new orders.
  • Order Processing:
    • Monitor and upgrade orders in the queue to ensure timely processing and compliance with company standards.
    • Check all art notes and ensure correct design applications are used.
    • Identify and resolve potential issues related to orders.
    • Address EDI errors and make necessary corrections.
  • Art Approval Process:
    • Assist customers in making necessary graphic adjustments to achieve desired outcomes.
    • Coordinate with the licensing team for approvals and modifications.
    • Follow up on pending approvals and communicate updates to customers.
  • Account Oversight:
    • Review daily queues and ensure timely order delivery.
    • Proactively update customers and sales representatives on order statuses.

Additional Responsibilities:

  1. Assist in preparations for trade shows and sales meetings.
  2. Provide front desk support, including greeting visitors and assisting with inquiries.
  3. Contribute to team efforts and maintain a positive work environment.
  4. Participate in company committees as needed.

Work Environment:

This position is based in a professional office setting, utilizing standard office equipment.

Physical Requirements:

Ability to perform tasks that may require lifting up to 20 pounds and sitting for extended periods.

Qualifications:

  1. High school diploma or equivalent.
  2. At least 2 years of experience in customer service.
  3. Proficiency in Microsoft Office, particularly Word and Excel.

Note: This job description is intended to provide a general overview of the position and is not exhaustive of all responsibilities and duties.