Client Support Coordinator
Cleveland, OH
Full Time
Client Support
Mid Level
Position Summary
Serve as the primary contact for clients and customers, handling order placement, inquiries, and issue resolution through various communication channels.Essential Functions
- Enters and manages orders from all sources, e.g., email, phone, fax, online, etc., and handles any order exceptions, updates, or corrections.
- Manages open orders, including working with the appropriate team members on backorders
- Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
- Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.
- Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.
- Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.
- Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
- Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
- Update client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
- General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
- Support and maintain all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.
- Ensure customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality.
- Proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.
- Act as backup to other team members
- All other duties as assigned.
Communication
- Works to ensure overall client satisfaction through internal and external communication channels.
- Support client development and other key personnel to provide work insights for client business reviews or internal corporate review, as appropriate.
- Communicate with supervisor/manager when new business opportunities are identified.
- Provides world-class customer service and after-order care for clients.
- Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.
Position Requirements
- Associates' or Bachelor's degree preferred.
- Minimum 1-year experience in customer service, supply chain, or order management role.
- Ability to handle tasks requiring attention to detail.
- Experience with using an order management system and the ability to learn new systems.
- Ability to work in a fast-paced, high-output environment.
- Ability to multitask and prioritize job tasks.
- Ability to work independently and in a team environment.
- Strong written and verbal communication skills.
- Accurate data entry and spelling skills.
- Strong general computer skills, including MS Office Suite.
- Professional appearance and demeanor.
This is a hybrid role, with a need to be in the office monthly.
Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.
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