Client Experience Specialist - Ent

Responsibilities

• Responds timely to client requests and prompt placement of orders within company procedural guidelines to meet the client’s SLA.
• Understanding of shipment cutoff times for all major distribution partners and carriers.
• Proactive communication to client on order placements including order ETA and back order information at time of order placement.
• Escalates cost changes/EOL to Sales Operations Advisor or IAM.
• Provides timely quotes, within 4 hours, for customers on run rate velocity products based on direction from the Sales team.
• Affords administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders.
• Researches open orders and provides ETA information to clients in a report format.
• Switches suppliers or recommends replacement products with input from sales team.
• Enters and updates order information in the system for all team members to access.
• Utilizes established tools to provide the customer with any one off or scheduled report.
• Works with Sales team on any complex requests on open orders or reports.
• Works with management on any request that falls outside the scope of any existing report.
• Responds to client email requests for tracking, serial numbers, packing slips, and other.
• Initiates returned merchandise process.
• Edits the client on the RMA creation and enters RMA in the system.
• Escalates all RMA requests to Customer Service.
• Responds to client email requests for tracking, serial numbers, packing slips, and other.

Qualifications

• Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".