Client Support Coordinator

Position Summary

Serve as contact for client and customer order placement, inquiries, and issue resolution through various communication channels.

Essential Functions

1. Enters and manages orders from all sources, e.g., email, phone, fax, online, etc., and handles any order exceptions, updates, or corrections.
2. Manages open orders, including working with the appropriate team members on backorders.
3. Responds to client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
4. Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.
5. Ensures that all order execution is completed on time and in a manner that satisfies service level requirements.
6. Collaborates with management and/or the clients, as directed, to maintain the integrity of the order management processes.
7. Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
8. Applies attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
9. Updates client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
10. Has a general understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
11. Supports and maintains all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.
12. Ensures customer satisfaction by preventing the occurrence of nonconformities relating to product, process, and quality.
13. Proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.
14. Acts as backup to other team members.
15. All other duties as assigned.

Communication

1. Works to ensure overall client satisfaction through internal and external communication channels.
2. Supports client development and other key personnel to provide work insights for client business reviews or internal corporate review as appropriate.
3. Communicates with supervisor/manager when new business opportunities are identified.
4. Provides world-class customer service and after-sales care for clients.
5. Troubleshoots and resolves potential client concerns, making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

Position Requirements

1. Associates or Bachelor's degree preferred.
2. Minimum 1-year experience in customer service, supply chain, or order management role.
3. Ability to handle tasks requiring attention to detail.
4. Experience with using an order management system and ability to learn new systems.
5. Ability to work in a fast-paced, high-output environment.
6. Ability to multitask and prioritize job tasks.
7. Ability to work independently and in a team environment.
8. Strong written and verbal communication skills.
9. Accurate data entry and spelling skills.
10. Strong general computer skills, including MS Office Suite.
11. Professional appearance and demeanor.

Qualifications Education

Required: Associates

Experience: Minimum 1 year experience in customer service, supply chain, or order management role.