Client Services Representative

What You Will Do

• Customer Support & Case Management
• Provide professional support through phone, email, and Salesforce case management systems.
• Manage and resolve inquiries from Direct Accounts, Retail Accounts, Chain Accounts, Wholesale Customers, and Field Sales teams.
• Ensure prompt and accurate resolution of customer issues while maintaining service-level expectations.
• Escalate complex issues appropriately and track cases through resolution.
• Document customer interactions, solutions, and trends within Salesforce.
• Knowledge Sharing & Sales Execution Support
• Serve as a subject matter expert on CRM processes, sales execution programs, and account management procedures.
• Provide best-practice guidance and solution-based support to all levels of Field Sales.
• Support Field Sales teams in executing programs and activities within Salesforce and related systems as needed.
• Educate users on portal functionality, account management tools, and key business processes.
• Assist users with troubleshooting system functionality, process questions, and execution-related challenges.
• Support inquiries received through Client Services channels.
• Process, Account & Payment Management
• Review, validate, and approve Payment requests.
• Respond to payment inquiries and determine whether issues are system-related, process-related, or user-related.
• Collaborate with internal partners to resolve Tax ID, ACH, and account setup discrepancies.
• Research and resolve payment issues involving enterprise systems, including SAP and Salesforce.
• Support account data integrity and ensure accurate customer information across systems.
• Data Management & Reporting
• Partner with reporting teams to identify root causes and corrective actions.
• Maintain account and payment data to ensure accuracy and compliance with company standards.
• Utilize Salesforce reporting and case management tools to track trends and identify opportunities for improvement.
• Cross-Functional Collaboration
• Partner with Sales, Finance, Operations, IT, Marketing, and other internal departments to support company initiatives.
• Collaborate with internal stakeholders to ensure successful execution of merchandising programs, buydowns, WDPs, promotions, and other sales initiatives.
• Serve as a communication bridge between field teams and corporate support functions.
• Participate in testing, process implementation, and continuous improvement initiatives.
• Continuous Improvement
• Track customer interactions, recurring issues, and system challenges to identify process improvement opportunities.
• Recommend enhancements to workflows, reporting, and CRM functionality.
• Support process documentation, training materials, and knowledge base development.
• Contribute to initiatives that improve customer experience, operational efficiency, and sales execution effectiveness.

Qualifications

• REQUIRED MINIMUM QUALIFICATIONS:
• Bachelor's degree or equivalent work experience.
• 2+ years of customer support, sales operations, account management, or CRM administration experience.
• Experience working within Salesforce CRM or similar customer relationship management platforms.
• Strong customer service and problem-solving skills.
• Experience managing multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite, including Excel and Teams.
• PREFERRED QUALIFICATIONS:
• Experience supporting sales organizations and field-based teams.
• Knowledge of payment processing, account management, and financial operations.
• Experience working with SAP, CRM, or similar enterprise systems.
• Understanding of retail, wholesale, and chain account business processes.
• Experience with case management systems and service operations.