Client Services Representative

Our client is a leading supplier of computing products and solutions for HPC, telecom, networking, deep learning, and AV verticals. They serve Fortune 100 companies through their system integration, distribution, and services. They are hiring a Client Services Representative to ensure customer satisfaction and order accuracy.

The Client Services Representative is responsible for managing incoming calls/emails, processing orders, and escalating tickets as needed. This role is an opportunity for an established career within a thriving company.

This Role Offers:

• Competitive base salary, plus a comprehensive benefits plan, including healthcare options, company 401(k) match.
• Many career advancement paths and a true bootstraps culture. Many tenured employees who have worked themselves up through company ranks.
• Very high average employee tenure.
• High visibility, with direct access to senior management.
• Engineer-centric environment; heavy emphasis on product quality and realistic timelines.
• Team of capable, experienced, and seasoned professionals at the top of their industry.
• Family-owned and operated, reflected in culture and teams.
• Exciting opportunity for involvement in fields such as deep learning and AV.

Focus:

• Manage back-to-back incoming customer inquiries from various channels.
• Communicate to ensure satisfactory assistance or issue resolution is given to each customer.
• Support customer order processing by receiving, ensuring accuracy, and managing shipment logistics.
• Proactively understand customer needs and align product and industry expertise to drive alignment on decisions that enhance customer value.
• Multi-task and document customer cases within notes and tracking system.
• Communicate customer requirements with appropriate sales teams.
• Manage customer issues and shipping errors as the arise.
• Support RMA procedures and processes. Document client follow-ups as necessary.
• Participate in customer success meetings and participate in the rollout of many exciting client support initiatives.

Skill Set:

• 1 or more years of experience in customer service. Background in e-commerce a plus.
• Bachelor’s degree in business or a related technical field.
• Ability to look at customer needs and understand what can supplement/support their process.
• Must have the ability to multitask, take notes while on the phone, and operate given technology to track and document customer inquiries.
• Proven ability to ensure customer satisfaction and appropriately handle escalations.
• Excellent communication skills; especially through phone and e-mail.
• Self-started mentality with ability to work independently with minimal direction.