Client Success Representative

4 months ago

Toronto, Canada Club Coffee LP Full time

**Client Success Representative (6 Month Contract)**

**Profile Summary**:

- The Client Success Representative 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. 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**:

- Engage in the overall results of the Club Coffee and OFI by contributing to and following strategic decisions in the best interest of the company
- Strive to improve Client satisfaction, engagement and relationships with all customers
- Investigate and Implement Improvement to drive efficiencies and service
- Process and validate all incoming orders from assigned clients
- Build and maintain robust Client Standard Operating Procedures (SOP’s) for assigned clients
- Participate in cross functional meetings within the company to support production, operations, and commercialization functions
- Demand forecast for Strategic Client product portfolio’s as well as overall monitoring of all sales forecasts.
- Participate in regular business reviews with clients and support with internal metrics on service levels, issues and resolution, service enhancement opportunities, and process improvements.
- Frequently manage multiple customer requests requiring problem solving
- 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
- SAP or ERP experience an asset
- 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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