Commercial Client Account Representative

Commercial Client Account Representative


Commercial Client Account Representative

Details of the offer

Vision The Customer Support Specialist serves customers through project management of the sales order by: answering inquires, resolving problems, fulfilling requests, and maintaining a data management system to ensure the customer has a successful order. The customer support specialist must ensure that all customer needs are promptly addressed by responding to customers inquires and by following up on cases in a timely and accurate manner, while exercising the highest level of service and quality. The Customer Support Specialist strives to build strong customer relationships with the intent of improving customer loyalty by delving deeper into the customers organization through constant contact.

Daily Functions

Customer liaison to internal departments and external suppliers.

Create a case for each customer service issue reported.

Progress and track cases to completion entering case notes at each touchpoint while providing constant contact to the affected person(s).

Answer inbound phone calls from clients providing solutions on first contact.

Monitor email communication, creating cases as issues are reported and providing solutions to each case.

Communicate directly with the end client informing them of any backorders, delays on special order items and updates on cases as they are available.

Develop lasting relationships with new and recurring clients by providing exceptional customer service at every available opportunity.

Return all voice messages, phone calls, and emails each day.

Send out customer survey and encourage customer to complete each.

Participate in Daily Huddle

Other duties as assigned.

Weekly Functions

Meet with the department manager once a week for 2:4 hours to do an open case audit and check in on customer accounts.

Key Performance Indicators

1) Meet established target(s) for customer satisfaction via survey results

2) Respond to all external and internal communications within 2hrs and before leaving each day.

1) Keep a 95 status for accurate and up to date order trackers at all times.

2) Meet targets for case life cycle with completeness of info and time to close based on type.


Source: Tiptopjob_Xml


  • Call Center - Customer Support / Customer Service Manager




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