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Client Success Specialist
3 months ago
Position Overview
We are looking for an enthusiastic and results-driven individual to join our team, dedicated to fulfilling customer requirements and ensuring every client feels appreciated. You will oversee customer order inquiries from our distribution centers while collaborating with a team of skilled bilingual Specialists.
Key Responsibilities
- Handle customer purchase orders received through various channels including telephone, email, fax, and online platforms for both Canadian and American markets;
- Evaluate customer orders and accounts to suggest the best solutions that optimize time and cost;
- Oversee inventory transactions and logistical requests utilizing diverse software systems and tools;
- Address inquiries from customers and the sales team regarding product availability and propose alternatives and solutions tailored to their needs;
- Follow up with clients on overdue orders that have not been collected;
- Collaborate with the sales and marketing teams to synchronize product pick-up and delivery schedules for customers.
A Typical Day
As a Client Success Specialist, your day begins by being available for incoming calls. Typically, inquiries from our dealer network account for about 20% of your workday. The remaining requests are managed through tickets submitted via email, processed on a first-in, first-out basis. Throughout your day, you will engage more with internal partners such as Transport, Distribution, Production, and Sales, enhancing your understanding of internal processes and products, which paves the way for future career advancement within the organization. Downtime during the day is utilized for a coffee break but is also an opportunity to leverage your knowledge of ERPs and the Microsoft Suite to improve both internal and external processes.
Qualifications
- Exceptional customer service skills with a commitment to service excellence and ownership of every customer interaction;
- Strong problem-solving abilities, a positive demeanor, and meticulous attention to detail;
- Fluency in both French and English, spoken and written (English proficiency is necessary to serve our clients in the United States);
- Capability to multitask, coordinate, prioritize, and follow up within established deadlines;
- Proficiency in Microsoft Office Excel and Word;
- Self-motivated, proactive, and quick to learn;
- Familiarity with inventory transaction and logistics systems and software (e.g., Microsoft Dynamics AX) will be considered an advantage.
