Client and Sales Support
1 week ago
Eligible candidates must reside in PST or MST within Canada.
General Purpose:
The Client and Sales Support role serves as the primary point of contact for all customer and internal inquiries in North America, ensuring smooth communication, efficient resolution of issues, and a seamless customer experience. This role focuses on maintaining high satisfaction ratings, improving processes, and supporting the operations and field teams to drive overall business success.
Roles & Responsibilities:
Phone and Chat Support
Answer all incoming phone calls and chats during business hours.
Address inquiries to the best of your ability and follow up via email when necessary.
Ticket Management
Respond to all incoming tickets within one business day, maintaining follow-ups until completion (closed ticket).
Strive for a 100% satisfaction rating on all tickets. Address and respond to negative ratings reasonably to turn them into positive outcomes.
Returns Management
Oversee and process all returns for North America, including reporting.
Order Processing
Process reorders and tag appropriate parties in Zendesk (ZD).
Act as a backup for processing FOC/Influencer/staff allotment/Friends & Family (F&F) orders and track them on a designated spreadsheet.
Act as a backup for openings, including reviewing opening paperwork, adding accounts to CONNECT, and processing orders.
Field Team Support
Provide troubleshooting and support to Business Development Managers (BDMs), Account Executives (AEs), and Regional Sales Managers (RSMs).
Communicate with the field team regarding requests submitted via supportusa/supportca emails within one business day, maintaining follow-ups until resolution.
Backorder/Delayed Shipments
Notify customers of any backorders or delayed shipments as instructed.
CRM System Usage
Utilize Zendesk for all account/partner communications, ensuring proper tagging of relevant team members.
General:
Engage in operational activities, such as book club discussions and internal training sessions.
Stay informed about new product and feature launches to provide accurate and updated information.
Develop a strong understanding of the audience (e.g., owners, doctors, medical estheticians, staff) and adapt communication styles accordingly.
Schedule expectations are 11am-7pm EST.
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