Client Service Support Specialist

5 months ago

Milton, Canada Fraser Direct Full time

As the Client Service Support Specialist, you are an essential part of maintaining and nurturing client relationships through your service excellence. We count on you to:
Satisfy Client Needs
- Acting as a primary or secondary client contact, as assigned
- Following applicable department standard operating procedures
- Understanding and following client and customer policies, using tools and standard procedures
- Documenting and updating client procedures and policies, as required
- Prioritizing and juggling tasks to meet strict deadlines in a dynamic work environment

Contributing to the Team
- Serving as a link between Clients, Customers, Sales teams, Warehouse Operations, and Logistics staff to ensure clear communication and responsiveness to needs
- Providing backup to other members of the Client Services Team including the Manager
- Supporting all other members of the team as needed
- Providing clear instructions for warehouse projects, orders, inbound and outbound shipments
- Escalating issues internally with the Client Service Manager, Operations, and members of the management team as required
- Providing administrative support to Client Services Representatives and Client Services Manager as requested
- Bringing forward suggestions for new or revised procedures

Providing Consistent and Accurate Administration
- Ensuring internal reporting requirements are followed
- Maintaining CSR month-end billing for specific clients
- Maintaining retail compliance data for major retailers

Qualities Essential for Success
- Proven Experience
- Demonstrated track record of success in delivering high-quality client service and resolving issues efficiently and effectively
- Strong project management capabilities
- Third-party logistics industry experience is ideal and an advantage
- Experience with the publishing industry and working with retail accounts is an asset
- Familiarity with accounts receivable and accounts payable
- Strong technical and computer skills with Excel, Outlook, PowerPoint, and Enterprise Resource Planning (ERP) platforms
- Customer Focus
- Dedication to understanding and meeting the needs of clients
- Meticulous attention to detail to ensure accuracy in handling inquiries, processing orders, and documenting interactions
- Effective organization, planning, and priority management abilities are essential to meet timelines in a fast-paced environment
- Flexibility to adapt to changing priorities, workload demands, and service protocols in a dynamic environment
- Ability to anticipate client requirements and proactively address concerns to ensure satisfaction and loyalty
- A high level of professionalism, remaining calm and composed under pressure
- Upholding company values and standards while representing the organization as a trusted and reliable team member
- Team Collaboration
- Strong teamwork and collaboration skills to work effectively across company functions, including operations and business development
- Commitment to maintaining confidentiality and safeguarding sensitive client information
- Communication
- Excellent verbal and written communication skills, with the ability to articulate information clearly to a range of client audiences
- A professional manner and cultivating an approach that resonates with clients, exhibiting consistency, diplomacy, friendliness, and responsiveness in all interactions
- Bilingual proficiency in French is considered an asset
- Using a range of technical tools and platforms, including at least intermediate skills in Excel, Outlook, and PowerPoint

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.
We encourage you to connect with us if you require accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms, or other accommodations). All reasonable efforts will be made to provide such accommodations.

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