Client Services Coordinator

The Client Services Representative will ensure high customer satisfaction by taking care of fast and reliable customer order/ customer request handling throughout the entire order to cash process.

Provide superlative order entry, customer account maintenance, price and availability checks and management of all aspects of customer orders from receipt through payment
Provide customers with order status, requested documents, shipping dates and tracking proactively and when additional requests are received
Work with the commercial team to provide quotations for sales inquiries for both potential and existing customers
Entry and Management of Quality and Service Complaints, and proper assignment of complaints for investigation to ensure quick resolution. This includes follow up with internal stakeholders for closure, determining and participating in the development of root cause, corrective/preventative actions, and participation in trainings required by Customer Service to eliminate future occurrences
Entry and coordination of material returns, either associated with a complaint and/or a customer owned refill or repair
Engage with internal stakeholders such as Material Planners, Transportation, Manufacturing, Commercial, Marketing, Quality, Billing and Finance to support customer requests
Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs
Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department
Support creation and maintenance of standard operating procedures (SOPs) for customer services
Participate in projects related to Order to Cash process improvements to ensure the effectiveness of Customer Service in these processes.
Work to achieve maximum efficiency in a team environment and support peers when needed

Who You Are

Minimum Qualifications:

High School Diploma
3+ years Customer Service Experience

Preferred Qualifications

Bachelors Degree
Supply Chain Experience
Export Experience
Strong Leadership and Analytical skills
Strong customer-orientation, diplomatic
Strong interpersonal communication and written skills, proactive problem-solving and trouble shooting skills, managing crisis and the ability to multitask effectively.
Highly motivated and organized, with attention to prioritizing incoming tasks and strong attention to detail
Able to meet the challenges of a dynamic and agile environment, while maintaining a strong level of professionalism.
Cultural sensitivity
Working knowledge of Microsoft Word, Excel, Outlook, Teams
Strong ability to efficiently build up relationships and networks
Experience with customer service software preferred (e.g. SAP, ERP, SFDC) Understanding the sales order process