Client Experience & Order Fulfillment Specialist

Connection, Inc; Austin (TX); On-site; USD 55,000 - 70,000; Full time

Job summary

Connection, Inc. is seeking a Client Experience Specialist in Austin to ensure orders are processed accurately, efficiently, and on time.

You’ll be the backbone coordinating with Sales, Customer Service, and Operations to deliver seamless order management and proactive client support. Ideal candidates thrive in fast-paced environments, enjoy problem-solving, and take pride in delivering outstanding service with meticulous attention to detail.

Qualifications

• High school diploma or equivalent.
• Minimum of four years of related customer service, client support, order management, or inside sales experience.
• Experience working within CRM and/or ERP systems.
• Intermediate Microsoft Excel skills and advanced Microsoft Outlook proficiency.
• Strong data entry skills with exceptional accuracy.
• Excellent written and verbal communication skills.
• Outstanding organizational and time-management abilities.
• Ability to prioritize multiple requests while maintaining a high level of customer service.
• Strong problem-solving skills and the ability to learn new systems quickly.

Responsibilities

• Serve as a trusted point of contact for client requests, ensuring timely responses that meet or exceed established service level agreements (SLAs).
• Provide proactive updates on order status, estimated delivery dates, backorders, and shipment timelines.
• Respond promptly to inquiries regarding tracking information, serial numbers, packing slips, pricing, and other order-related requests.
• Build confidence with clients through clear, professional communication and reliable follow-through.
• Process high-volume order entry with a strong focus on accuracy and attention to detail.
• Prepare and deliver quotes for established velocity products within four hours, following Sales team guidance.
• Support quoting activities for customers with established pricing agreements.
• Monitor daily Open Order Reports and research order status to provide accurate ETA updates.
• Maintain accurate order information within company systems to ensure visibility across internal teams.
• Understand distribution partner and carrier shipment cut-off times to maximize on-time fulfillment.
• Collaborate with Sales, Customer Service, and Operations to resolve order issues and support complex client requests.
• Escalate pricing changes, end-of-life (EOL) notifications, and other issues requiring additional review.
• Recommend alternate products or suppliers when appropriate in collaboration with the Sales team.
• Assist management with custom reporting and requests outside standard reporting capabilities.
• Initiate Returned Merchandise Authorization (RMA) requests and educate customers on the return process.
• Coordinate RMA activities with Customer Service.
• Generate recurring and custom reports that provide meaningful insights for clients and internal stakeholders.
• Perform additional projects and responsibilities as assigned.

Skills

CRM systems

ERP systems

MS Excel

MS Outlook

Data entry accuracy

Written and verbal communication

Time management

Problem solving

Team collaboration

Education

High school diploma

Tools

CRM systems

ERP systems

MS Excel

MS Outlook

Job description

Connection, Inc. is seeking a Client Experience Specialist in Austin to ensure orders are processed accurately, efficiently, and on time.

You’ll be the backbone coordinating with Sales, Customer Service, and Operations to deliver seamless order management and proactive client support. Ideal candidates thrive in fast-paced environments, enjoy problem-solving, and take pride in delivering outstanding service with meticulous attention to detail.