Client Experience Associate - Ent

• Responds timely to client requests and prompt placement of basic simple orders within company procedural guidelines to meet the client’s SLA.
• Understands shipment cutoff times for all major distribution partners and carriers.
• Proactively communicates to clients on order placements including order ETA and back-order information at time of order placement.
• Escalates cost changes/EOL to Sales Operations Advisor or account manager.
• Provides timely basic quotes for simple velocity products, within 4 hours, for customers based on direction from the account manager or Client Operations Specialist.
• Assists with quotes for accounts with established pricing.
• Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders.
• Researches open orders and provide ETA information to clients in a report format.
• Enters and updates order information in the system for all team members to access.
• Uses established tools to provide the customer with any one off or scheduled report.
• Escalates any complex requests on open orders or reports to another team member.
• Works with management on any request that falls outside the scope of any existing report.
• Responds to client email requests for tracking, serial numbers, packing slips and other.
• Initiates returned merchandise process.
• Educates the client on the RMA creation and enters RMA in the system.
• Escalates all RMA requests to Customer Service.
• Remote position which requires a Monday - Friday daytime schedule as assigned.
• Performs all other duties or special projects as assigned.

• Minimum years of work experience to qualify for role: Less than 1.
• Total years of work experience to be fully proficient: 4.

• Basic Microsoft Office skills to include Outlook, Word and Excel for creating and using spreadsheets.
• Basic understanding of the anatomy of a desktop/laptop with ability to understand customer needs.
• Ability to complete on-the-job training in client operations and inside sales support within the first two months of hire.
• Articulate with ability to express oneself clearly and professionally in written and oral communication.
• Good listening skills with ability to receive information completely and understand what is being said.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Organized state of mind with ability to respond timely to requests and track orders.

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