Client Experience Specialist - Ent

Responsibilities

• Handles administrative tasks associated with more complex velocity client orders and client standards.
• Makes heavy data entry for velocity quotes, repetitive order entry, client standards and returns.
• Monitors the daily Open Order Report for daily actions and provides custom reporting of information required by the client.
• Responds timely to client requests regarding order tracking and pricing requests for clients with already established system pricing.
• Ensures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.
• Placed orders within company procedural guidelines to meet the client’s SLA.
• Understands shipment cutoff times for all major distribution partners and carriers.
• Communicates proactively to clients 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.
• Assists with quotes for accounts with established pricing.
• Supports 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.
• Uses 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 information.
• Initiates returned merchandise process.
• Edits RMA in the system and escalates all RMA requests to Customer Service.

Qualifications

• High School or equivalency.
• 4 years of relevant experience.
• Intermediate Microsoft Office skills to include Excel for creating and using spreadsheets.
• Advanced knowledge of Microsoft Outlook for email to include working with a shared email box with ability to multi-task in a high paced environment with multiple messages arriving at once.
• Working knowledge of data entry into a CRM or ERP system.
• Working knowledge of a customer's purchasing process from an Inside Sales perspective.
• Understanding of the sales cycle for a business purchase.
• Basic understanding of the sales process with ability to provide the client accurate SLA's and delivery information.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Articulate with ability to express oneself clearly and professionally in written and oral communication.
• Excellent written communication skills with ability to compose professional business communications via email, letter, and proposals.
• Good listening skills with ability to receive information completely and understand what is being said.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Experience working with VAR IT industry in sales support and client operations.