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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 pivotal role within L2 Brands, operating under the guidance of the Vice President of Customer Service. This position serves as the main liaison for clients and sales personnel, fostering enduring partnerships through outstanding support and satisfaction.

Key Responsibilities:

  1. Client Assistance:
    • Possess in-depth knowledge of company offerings, including products, design options, and service protocols.
    • Exhibit exceptional time management abilities, balancing multiple responsibilities such as responding to inquiries, processing orders, and managing reports with a positive attitude.
    • Support clients and sales teams with necessary order modifications.
    • Educate sales staff on order processing systems and company policies.
    • Ensure seamless coverage during sales staff absences.
    • Facilitate order placements to assist both clients and sales teams.
    • Handle customer inquiries, account management, and order processing via various communication channels.
    • Provide ongoing support to sales representatives regarding order-related questions.
    • Oversee order processing and fulfillment as required.
    • Monitor urgent orders to guarantee timely delivery, including necessary follow-ups.
    • Review vendor compliance to meet customer specifications.
    • Address customer complaints and manage returns efficiently.
    • Communicate with clients regarding product availability and suggest alternatives when necessary.
    • Draft notifications concerning order delays and other relevant updates.
    • Assist with billing inquiries and manage financial documentation.
    • Contact clients regarding production discrepancies to ascertain acceptance.

Daily Operations:

  • Account Management:
    • Verify that all account documentation is accurate and up-to-date.
    • Ensure correct payment methods are utilized for order processing.
    • Maintain comprehensive account notes for production and shipping requirements.
    • Review outstanding balances prior to processing orders.
  • Order Processing:
    • Regularly assess and prioritize orders to ensure timely processing.
    • Confirm that all orders comply with company standards and policies.
    • Identify and resolve potential issues related to orders in collaboration with clients or sales staff.
    • Address any errors in electronic data interchange promptly.
  • Art Review:
    • Assist clients and sales representatives in making necessary graphic adjustments.
    • Implement changes during the approval phase as needed.
    • Coordinate with the licensing team for approvals and modifications.
    • Manage pending approvals and communicate updates to clients.
  • Account Oversight:
    • Conduct daily reviews of account queues.
    • Collaborate with internal teams to ensure timely order fulfillment.
    • Proactively update clients and sales representatives on order statuses.

Additional Responsibilities:

  1. Assist in preparations for trade shows and sales meetings.
  2. Provide support during on-site events as needed.
  3. Contribute to front desk operations, including customer interactions.
  4. Support the sales team with necessary materials.
  5. Communicate any customer feedback to management.
  6. Promote a positive company image internally and externally.
  7. Foster collaborative relationships within the team.
  8. Engage in cross-training opportunities as required.

Required Skills:

  1. Excellent organizational and time management skills.
  2. Strong written and verbal communication abilities.
  3. Proven teamwork and leadership capabilities.
  4. Ability to adapt and work effectively in a dynamic environment.
  5. Commitment to company values and customer satisfaction.

Work Environment:

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

Physical Requirements:

Employees must be able to perform essential functions, including occasional lifting of up to 20 pounds and prolonged periods of sitting.

Education and Experience:

  1. High school diploma or equivalent.
  2. Minimum of two years in a customer service role.
  3. Familiarity with Microsoft Office applications.

Note: This job description is intended to outline the primary duties and responsibilities associated with this position and may be subject to change.