Customer Support Specialist
hace 7 días
POSITION SUMMARY:
The Client Support Representative (CSR) is responsible for managing high-value customer accounts by delivering exceptional service and tailored solutions that promote long-term satisfaction and revenue growth. This role focuses on building strong client relationships through remote communication, ensuring alignment between customer needs and internal teams, and overseeing service delivery to meet or exceed service level agreements. Acting as the primary point of contact, the CSR drives proactive customer care, represents the client's voice within the organization, and collaborates with Accounting and Operations teams to execute the contracted scope of work effectively.
MAIN ACTIVITIES/FUNCTIONS:
• Customer Interaction & Issue Resolution: Respond promptly and professionally to client inquiries, troubleshoot issues, provide solutions, and escalate complex problems to appropriate teams when necessary.
• Account Management Support: Assist clients with account setup, updates, and maintenance. Ensure accurate documentation and timely follow-up on service requests.
• Product & Service Guidance: Educate clients on company products, services, and procedures. Provide recommendations tailored to client needs and usage patterns.
• Service Quality Monitoring: Track and document client interactions, feedback, and service outcomes. Identify recurring issues and contribute to process improvements.
• Collaboration & Communication: Work closely with internal departments such as Sales, Operations, Trade Compliance, etc, to ensure seamless client experience and resolution of service-related concerns.
• Reporting & Documentation: Maintain detailed records of client communications and support activities. Prepare reports on client satisfaction, service trends, and performance metrics.
• Compliance & Confidentiality: Adhere to company policies, industry regulations, and data privacy standards in all client interactions and documentation.
REQUIRMENTS/SPECIFIC KNOWLEDGE:
• Experience in account management, customer service, or sales (preferably B2B).
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficiency in CRM and WMS software (e.g., FlashConnect, Flashtrac).
• Customer-focused mindset with a solution-oriented approach.
• Account/Program management experience related to successfully managing customer logistics or after-market service programs.
• Bachelor's degree in Business Adminstration, Engineering, Marketing, Logistics, Supply Chain, International Relations or related fields (completed)
• Advanced Excel (PROCV, Pivot Tables, etc.)
• English C1
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