Client Service Specialist - The Planet Group

The Client Service Specialist is responsible for performing day to day activities in the customer service department; answer/distribute incoming calls, process customer orders, provide information in response to customer inquiries, resolve customer complaints, support sales team while providing unparalleled customer service. Works under general supervision in a team-based environment. Relies on limited experience and judgment to plan and accomplish day to day activities. 

Responsibilities: 

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  Provide exceptional customer service to all clients: scheduling, follow up, delivery confirmation, release programs.
  
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  Accurately process customer quotes, orders, acknowledgements, return authorizations, set up new client accounts.
  
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  Coordinate order management with the Customer, Planning, Shipping, and transportation when applicable.
  
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  Answer customer FAQ’s and other product, service, pricing, and delivery information questions in a timely and professional manner.
  
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  Maintain client notes and records with the highest degree of accuracy in ERP systems.
  
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  Field and distribute incoming phone calls and email inquiries. Qualify leads and inquiries – distribute to sales as required. 
  
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  Research and resolve customer concerns and complaints, escalate as needed
  
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  Be a liaison between the customer and our company departments - planning, manufacturing, shipping, transportation, etc.
  
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  Develop a detailed knowledge of our programs, products, and services.
  
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  Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
  
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  Educate customers about additional products and services which are available.
  
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  Support sales team as required.
  
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  Participate in team, customer complaint and other meetings, projects and events as required.
  
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  Follow company policies, procedures and designated SOPs and Work Instructions.
  
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  Comply with all safety guidelines and standards as dictated by 5S practices.
  

 
Qualifications & Requirements: 

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  2+ years experience in customer service
  
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  Strong written and verbal communication skills 
  
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  Strong interpersonal skills and ability to work with others in a positive and collaborative manner
  
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  Demonstrated ability to organize and work accurately, follow instructions/schedules/timelines and handle multiple priorities
  
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  Must be flexible and able to adapt to changes in priorities with minimal supervision 
  
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  Excellent organizational skills, strong attention to detail, and outstanding follow up 
  
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  Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)
  
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  Experience with ERP & CRM systems