Client Service Lead- ABB

AB Mauri Food Inc; St. Louis (MO); On-site; USD 50,000 - 80,000; Full time

Job summary

AB Mauri Food Inc in the United States is seeking an experienced professional to support the NA Sales/Technical team as a facilitator for new business prospects and to coach Client Service Specialists for outstanding customer service. You will oversee order processing, liaison with field sales, and help build long-term customer relationships across assigned accounts.

The role emphasizes cross-training, data accuracy, CRM/ERP proficiency, and strong communication.

Qualifications

• 3 to 5+ years’ experience in a customer service/inside sales environment.
• Excellent communication skills: telephone, writing and listening (prefer bilingual).
• Accurate data entry skills.
• Good technology skills and experience with CRM and Microsoft Office products.
• Experience with ERP & CRM tool(s) (i.e. Salesforce.com).
• Thrives in a customer centric environment.

Responsibilities

• Assist Specialists to resolve customer issues as needed.
• Cross-train employees on geographic regions.
• Provide back up for CSR/CSM when needed.
• Oversee order entry accuracy and promptness.
• Assist with training when new processes are introduced.
• Process customer orders and handle tracking/shipments.
• Respond to customer requests immediately and professionally.
• Oversee new account setups until assigned to CSR.
• Collaborate with field sales to resolve issues and routing.
• Provide forecast for new customers and products.
• Identify new sales opportunities within existing accounts.
• Review sales trends and report changes.
• Maintain CRM accounts and data integrity.
• Design departmental reports using Data Warehouse/Power BI.
• Travel may be required.

Skills

Customer service

Inside sales

Bilingual (English/Spanish)

Communication

Data entry

Time management

Analytical skills

Team player

Tools

Salesforce

ERP

CRM

Power BI

Microsoft Office

Data Warehouse

Job description

Position Objective:Support the NA Sales/Technical team as a facilitator for new business prospects, ensuring that their first experience with ABMNA is seamless. Lead, teach and coach the Client Service Specialists ensuring outstanding, enthusiastic service for all customers, leading to the development and strengthening of long-term relationships.Key Result Areas:Performance StandardsSupervisionAssist Specialists, when needed, to resolve customer issues.Cross-train employees on geographic regions.Provide back up for Client Service Manager when specialists or sales need assistance.Oversee the order entry process to ensure orders are entered correctly and promptly.Assist Client Service Manager with the implementation and training of Specialists when there are new processes or procedures.Customer ServiceAbility to work in all demographic areas.Work closely with field sales team.Advise sales of changes in customer ordering patterns.Process customer orders for assigned accounts, receive orders and enter them into the automated order processing system.Resolve ordering problems such as order tracking, confirming shipments and arrival and determine whether credit should be given on specific orders.Respond to all customer request immediately.Generate customer correspondence as needed.Inside SalesOversee all new account set-ups until they are assigned to appropriate CSR.Work closely with Supply Chain to resolve customer issues and establish routing for business gains and losses. Ensure inventory is available when needed for new business.Provide forecast for new customers and new products for existing customers.Identify new sales opportunities within existing accounts.ReportingReview sales trends for assigned geographical area and report any changes.Designed departmental reports to better service our customers utilizing the new Data Warehouse/Power BI.Maintain CRM accounts.A COMBINATION OF THE LISTED SKILLS AND KNOWLEDGE IS PREFERREDThree to five plus years’ experience in a customer service/inside sales environment.Excellent communication skills: telephone, writing and listening (prefer bilingual).Accurate data entry skills.Good technology skills and experience with CRM and Microsoft Office products.Experience with ERP & CRM tool(s) (i.e. Salesforce.com).Strong analytical, time management and organizational skills.Thrives in a customer centric environment.Ability to work individually and as part of the team.Working ConditionsNormal office working environment.Other FactorsTravel may be required.