Client Success Analyst

2 months ago

Toronto, Canada Club Coffee LP Full time

**Client Success Analyst**

**Department**:Sales

**Reports to**:Manager, Client Success

**Profile Summary**:

- The Client Success Analyst ensures the highest levels of service and experience possible for the Clients of Club Coffee. Client Success is responsible for the intake and processing of all orders (EDI or manual entry), logistics and troubleshooting, and communication with warehousing services. In addition, the Client Success team builds close relationships with client teams to gauge demand, determine upcoming needs, and support forecasting into Club Coffee demand planning as well as communication with internal procurement teams. The Client Success Analyst has further responsibility to review data, order sizes + frequency, analyze opportunities for efficiency, and provide recommendations. This role serves as the key relationship for clients on day-to-day volume and serve as our internal “Voice of the Customer”._

**Specific Accountabilities**:

- Communicate regularly with clients to build relationships and collaborate
- Investigate and Implement Improvement to drive efficiencies and service
- Cross train with team members to ensure continuity of service and client knowledge
- Process and validate all incoming orders from assigned clients
- Review stock availability to ensure highest fill rates possible
- Frequently manage multiple customer requests requiring problem solving
- Collaborate with internal departments and operations teams
- Build and maintain SOPs
- Manage customer orders and expectations
- Other duties as assigned

**Ideal Qualifications**:

- 3-5 years’ experience in Client Success/Customer Service function.
- College diploma in business or related field and asset.
- Fluency in French and/or Spanish an asset
- Proficient in Microsoft Office, Word, Excel, PowerPoint and Outlook
- Excellent analytical and problem-solving skills
- Strong interpersonal and communications skills. Ability to interact with all levels of the organization as well as clients.
- Strong Organizational skills and attention to detail. Ability to multi-task and manage competing priorities while ensuring accuracy and quality of work.
- Strong teamwork skills. Ability to work cooperatively with various departments and build strong partnerships across the organization.
- Ability to take initiative, looks for ways to improve effectiveness or efficiency.

**Disclaimer**

This position description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required.

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