Customer Support Specialist
F.A. Davis
Job Level
JuniorMid-Level
About the role
- Oversee every aspect of the client experience from account implementation to day-to-day monitoring and oversight
- Work with initial project teams to create and implement new accounts and partner with Project Management through project closure
- Provide day-to-day communication and interaction critical to monitoring client services and ensure accurate, timely processing of monthly invoices if applicable
- Support customers directly and engage technical resources for technical/complex issues
- Manage overall client relationships and build strong rapport with client teams
- Introduce initiatives and solutions to grow client revenue and profit and retain current business
- Provide governance for contract adherence, set expectations, and deliver results
- Collaborate across departments and act as client advocate within the company
- Interpret and understand KPIs, contracts, and SLAs and provide governance and mitigation for future problems
- Analyze and interpret market research, white papers, and data to provide insights and apply industry best practices where appropriate
- Serve as client partner to ensure business objectives are met and introduce new products and services
- Demonstrate innovative thinking, strong problem-solving skills, and a sense of urgency in a matrixed environment
- Ensure thorough documentation, execution of tasks, and appropriate client communication once projects are completed
Requirements
- Minimum of 2 years’ experience using a case management system (Salesforce is preferred)
- Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
- Strong demonstrated oversight for handling complex client issues
- 3PL experience is highly preferred working with premium brands
- Background with Continuous Improvement and Project Management is recommended
- Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook
- Ability to generate quotes and submit print/insert tests as needed
- Must be able to fully set up customer information in the appropriate sites and learn several CRM tools
- Strong written communication skills
- Comfortable and effective verbal communication
- Critical thinking and problem solving abilities
- Desire to take care of the client, even if it requires extra work
- Drive to improve and succeed and enjoys making personal connections with clients
- Provides feedback and ideas for process and/or workflow improvement
- Aware of when to escalate an issue
- Highly organized with attention to detail and consistently accurate output
- Dependable, ability to multitask, prioritize based upon workload, and be a team player
- Respects and utilizes the processes in place with thorough documentation and execution of tasks
- Successful time management
- Physical demands: sit for prolonged periods, walk, stand, stoop, kneel, use hands/fingers, moderate lifting up to 20 lbs, close and color vision required
