Client Relations Specialist

2 weeks ago

Columbia, Maryland, United States American Wood Fibers Full time

Position Overview:

American Wood Fibers (AWF) is a leading manufacturer in the consumer and industrial product sectors, dedicated to providing exceptional service in a tobacco and smoke-free environment. We are currently seeking a Customer Service Representative to join our dynamic team at our corporate headquarters.

Reporting Structure:

This role reports directly to the Customer Service Supervisor and plays a crucial part in our operations.

Key Responsibilities:

  • Facilitate customer orders from the moment a purchase order is received until delivery, ensuring seamless communication with logistics teams, carriers, and vendors.
  • Provide exemplary customer service through effective interactions with clients and vendors via phone and email in a B2B environment.
  • Collaborate closely with Account Managers to oversee customer orders, shipments, and inventory management.
  • Accurately input orders and relay shipment information to both customers and internal teams.
  • Build and maintain strong relationships with existing customers to encourage repeat business.
  • Document all customer interactions and maintain records in the Customer Relationship Management (CRM) system daily.
  • Utilize multiple Excel spreadsheets and other Microsoft Office applications to manage data effectively.
  • Monitor open orders to ensure compliance with on-time delivery standards.
  • Coordinate with plant personnel to schedule orders appropriately.
  • Communicate updates promptly to internal sales leadership and customer contacts.
  • Assist in prospecting and qualifying new leads to support sales initiatives.
  • Engage in inside sales activities for seasonal products and upsell AWF offerings to our customer base.
  • Occasionally conduct cold calls to promote AWF products.

Qualifications:

  • A Bachelor’s Degree is preferred, or an equivalent combination of education, training, and experience in a customer service role.
  • A minimum of 5 years of experience in B2B customer or sales service is preferred.
  • Ability to thrive in a fast-paced environment with shifting priorities and deadlines.
  • Strong initiative and capability for independent work.
  • Proficient in evaluating alternatives to make informed decisions based on performance metrics, service needs, and customer relations.
  • High proficiency in MS Office, particularly Excel.
  • Excellent data entry skills and a professional phone demeanor.
  • Strong written communication skills and attention to detail, with the ability to manage multiple tasks effectively.

AWF offers a competitive benefits package, including health, dental, vision, and life insurance, along with a profit-sharing bonus, paid time off, and a matching 401(k) plan. We are proud to be an Equal Employment Opportunity employer.

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