Customer Experience & Operations Specialist II

Socket.dev; United States; Remote; USD 51,577,000 - 58,465,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)/Roth

Insurance (Basic/Supplemental Life &AD

Short and long-term disability

HSA & DCFSA

Transportation benefits

Employee Assistance Program

Time Off/Leave

Job summary

MarketSource is seeking a Client Support Specialist to provide back-office support for internal and external client teams, ensuring adherence to policies, procedures and quality standards. You will maintain strong relationships, improve efficiencies and uphold expert knowledge of client systems and pricing data while supporting sales staff.

The role emphasizes data analysis, order management, CRM documentation, and collaboration with finance and operations to deliver accurate, timely service in

Qualifications

• Must have a High School diploma or GED or equivalent education.
• Strong interpersonal communication skills
• Effective decision making and problem-solving skills.
• Attention to detail and analysis skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to multi-task
• Ability to develop mastery of multiple systems and category knowledge within the business.
• Highly proficient in Microsoft Office with a high level of competency on Excel

Responsibilities

• Monitor data and update sales performance through sales tracking tools and other performance KPIs.
• Perform various order management functions including order entry, tracking, cuts, shortages, transportation issues, returns, invoices, etc.
• Analyze and amend rejections on sales orders to ensure orders are handled correctly and efficiently.
• Manage inventory allocations.
• Gather and analyze data to understand problems and address them proactively.
• Create and prepare sell sheets, presentations, truck builders, trackers, etc.
• Complete set up of new items, displays, promotions, and execution of price changes.
• Order and manage sample inventory forecasting needs of business; process and fulfill sample requests for sales team; submit display forecasts.
• Management of payments and deductions by researching and validating all claims in accordance with client and company standards and processes; submitting claims for processing; working with finance team as needed.
• Update and maintain internal/external systems with detailed and accurate customer, product, pricing, and sales data.
• Develop, generate, and distribute reporting as needed.
• Document customer/client notes in CRM with concise details timely and accurately
• Research and resolve issues within scope of responsibility.
• Train, mentor, and provide support to the assigned sales team with other administrative tasks as requested by answering questions ensuring functions are efficiently performed in a quality-oriented manner.
• Keep up to date on current workflow and department procedures to answer questions, provide direction, or complete tasks.
• Provide departmental support ensuring issues are resolved in an accurate, timely, and professional manner.
• May be required to support supervisor in tasks and coaching.

Skills

Customer service

Interpersonal communication

Decision making

Problem solving

Attention to detail

Written communication

Verbal communication

Organizational skills

Multitasking

MS Office

Excel

Education

High School diploma or GED

Tools

Microsoft Office

CRM

Job description

MarketSource is seeking a Client Support Specialist to provide back-office support for internal and external client teams, ensuring adherence to policies, procedures and quality standards. You will maintain strong relationships, improve efficiencies and uphold expert knowledge of client systems and pricing data while supporting sales staff.

The role emphasizes data analysis, order management, CRM documentation, and collaboration with finance and operations to deliver accurate, timely service in