Client Support Specialist

Job Description

Job Description

Are you ready to be the go-to person for our valued customers and play a vital role in preserving long-lasting relationships? Join us as a Client Support Specialist (CSS) and make a significant impact on our organization.

Position Summary :

The primary objective of the Client Support Specialist (CSS) is to be the go-to person for the sales manager, sales representatives and customers. This role serves as a key liaison between customers, sales representatives, and internal departments to ensure efficient processing of sales activities, exceptional customer service, and successful execution of sales initiatives. The CSS must address customer questions and coordinate resolutions for customer concerns throughout the organization to ensure that contract obligations are fulfilled, and the relationship is preserved for years to come. The CSS will work directly with the sales managers, sales representatives, and clients to ensure customer satisfaction and success are achieved. In doing so, the CSS will demonstrate the use of discretion and judgment to provide ongoing support and instill trust with our internal and external clients. In addition, the CSS must be able to work well under pressure and with a variety of personality types within the organization as well as outside of the organization. The ideal candidate is organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced environment.

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other duties as assigned":

• Serve as the key focal point for day-to-day operations, addressing client inquiries, resolving issues, and ensuring client satisfaction.
• Advocate for the customer within the company, ensuring their needs and feedback are communicated effectively to relevant teams.
• Develop account relationships in support of the primary sales representative.
• Utilize CRM tools to look up, enter and manage critical account information into the database, including EDA competitive information and account/territory alignments.
• Provide support to sales reps on the order process: utilizing the quoting tool for copier and printer orders, prepping documents, and ensuring accuracy of all sales-related paperwork.
• Manage large installation projects to support the sales, software, logistics and training needs of clients.
• Develop client relationships and trust with Loffler clients: capable of face-to-face interaction and leading a meeting agenda; proficient communication and writing skills.
• Coordinate the RFP process coordinating internal meetings, compiling answers and formatting the final document.
• Using a closed-loop process, respond to miscellaneous customer issues, billing issues, supply orders, service escalation and engage with internal and external customers.
• Respond to customer requests and coordinate issue resolution with internal teams.
• Sales Manager Support: attend team meetings; assist with promotions; assist with priority accounts; competitive watch/information etc.
• Proficient in Microsoft Excel preparing account reviews and print management assessments.
• Prepare sales proposals.
• Submit dealer paperwork and data entry points, for various manufacturer programs.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other related duties as assigned.

Qualifications/Requirements :

• Minimum of three days in office.
• Candidates must posses a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law.
• Teamwork Ability to work well with others on the team and earn trust through consistent follow through on commitments and tasks. Ability to work well under pressure to meet deadlines.
• Integrity Fosters openness and trust through personal behavior; trustworthy with confidential data.
• Accountability / Ownership - Is self-directed, takes personal responsibility and is willing to be held accountable.
• Collaboration - Works effectively across organizational boundaries.
• Commitment/Perseverance - Maintains the ability to "stay the course" even in the presence of adversity and opposition.
• Product Knowledge - Demonstrates sufficient technical acumen to be credible in conversation with clients.
• Client Relationship Management Develops relationships and trust with Loffler clients: capable of face-to-face interaction and leading a meeting agenda; Proficient communication and writing skills.
• Business Acumen - Use account information systems (CRM tools) and understand the importance of data mining and its relationship to strategic account management. Ability to use the web and resources to Profile Major Accounts.
• Organizational Skills Attention to detail; Multi-tasking; Closed-loop communication; organized work area.
• Utilize Loffler's CRM tool.
• Ability to use Microsoft suite (Excel; PowerPoint; Word; Outlook).
• Excel requires the knowledge of pivot tables and v-look ups.
• Participate in and be a contributing member of the sales team and uphold the company mission statement.
• Plans and schedules work activities to complete assignments in their order of priority and make the most effective use of time.
• Contributes to a favorable working climate through a friendly manner and cooperative attitude in dealings with other employees.

Education/Experience :

• Bachelor's degree (B.A.) from four year college or university is preferred but not required.
• Experience and a proven track record in this industry is preferred but not required.
• Successful track record and work experience.

Supervisory Responsibilities :

This job does not have supervisory responsibilities.

Work Conditions :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal.
• Follow departmental procedures.
• Ability to work with minimal supervision.
• Adhere to business hours from 8:00 AM to 5:00 PM.

For information on the physical demands of this job, see Human Resources.

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement