Client Service Representative

Client Services Representative

The Client Services Representative acts as the primary contact for clients and prepares client orders to be used by manufacturing for high volume clients or complex orders. The essential duties outlined below may vary based on location or brand.

Key Responsibilities

Ordering Processing

• Processing incoming orders, whether received via phone, email, or other channels, ensuring all information is complete and accurate.
• Checking product availability and ensuring orders can be filled promptly.
• Accurately inputting client orders, including product details, quantities, and client information, into the company's database.
• Verifying pricing and applying any applicable promotions or discounts to orders

Logistics

• Working with shipping and logistics teams to ensure orders are shipped accurately and on time.
• Tracking the status of orders and providing updates to customers.

Customer Service

• Addressing client inquiries regarding order status, resolving issues, and providing excellent customer service.
• Ability to answer product questions, referring more in-depth questions to the appropriate parties.
• Communicating with internal teams (Sales, Customer Service, and Finance) to resolve order-related issues.
• Heavy interaction with clients on the phone and email. Must be able to demonstrate excellent verbal and written communication skills.

Reporting

• Maintaining detailed and organized records of all orders and related transactions.
• Assisting with generating reports.
• Identifying and resolving issues that may arise during the order processing cycle.
• Ability to answer questions from manufacturing regarding specific production orders, deferring more advance questions to appropriate parties.

Cross-Functional Integration

• Work closely with sales, manufacturing, shipping, and other internal departments to ensure smooth order processing.

Quality

• Collaborating with other departments, such as sales, manufacturing, and shipping, to identify defects and determine root cause.
• Processes replacement orders as necessary.

Experience & Skills

Education:

• High School Diploma, required
• Associates Degree (preferred) or equivalent work experience, required

Experience:

• Minimum of 2 years customer service experience, required
• Minimum of 2 years industry experience, preferred
• Proficient with order entry processes and software, preferred

Required Skills:

• Time management, organization, and planning.
• Strong verbal and written communication skills.
• Problem-solving, troubleshooting, and decision-making.
• Experience with Microsoft Office.
• Regular/dependable attendance.
• Flexibility of work hours, including overtime.

Work Environment/Travel Requirements

Occasional travel related to other sites /corporate.

Extended periods of office work on a computer and in team meetings.

Physical Requirements

Ability to work in an office environment, with occasional trips to manufacturing.

Lift up to 10 lbs.

This job description outlines the general nature and level of work performed by employees within this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Our Benefits

We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
• Incentive Plans
• 401(k) with employer contribution and match
• Employee Stock Purchase Plan with employer match
• Paid Time Off (Vacation and Sick Time)
• Paid Holidays
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Wellness Program
• Training and Career Progression

Apogee and our brands are an Equal Opportunity Employer.