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Client Engagement Specialist

3 months ago

Vaughan, Ontario, Canada ATLAS MACHINERY SUPPLY LTD Full time

A Client Engagement Specialist plays a crucial role in ensuring customer satisfaction and success by providing support related to online orders and general inquiries. This position is essential in delivering an exceptional experience to our clients, and the specialist will report directly to the Client Engagement Manager.

The ideal candidate possesses a continuous learning attitude and is dedicated to enhancing the support provided to both customers and team members. Above all, a Client Engagement Specialist values relationships and strives to offer an outstanding experience to every client.

Key Responsibilities:


• Proactively communicate with clients regarding stock availability, partial shipments, freight estimates, upcoming promotions, discontinued products, and unclaimed parcels.


• Respond to client inquiries via email or phone concerning returns, shipment discrepancies, courier issues, warranty claims, product inquiries, special orders, promotional questions, shipping options, payment methods, order cancellations, and gift card concerns.


• Facilitate warranty claims and manage return merchandise authorizations (RMAs), ensuring timely follow-up on refunds.


• Reconcile daily transactions in the system to ensure accuracy.


• Handle a high volume of customer interactions, including calls, emails, and support tickets, while ensuring all voicemails are addressed.


• Escalate unresolved issues to management for further assistance.


• Maintain a professional demeanor while addressing customer inquiries and requests promptly, fostering positive relationships.


• Update customer cases in the system as needed.


• Obtain shipping quotes and collaborate with the web and purchasing teams to resolve any product listing or pricing issues.


• Engage with vendors for assistance with missing parts or damaged items.


• Process refunds for late deliveries and manage courier claims as necessary.


• Execute price adjustments and assist customers with transaction inquiries.


• Stay informed about all products and promotions to provide accurate information to clients.


• Identify opportunities for process improvements to enhance customer support.


• Offer comprehensive assistance to clients regarding all aspects of their online orders.

General Requirements: Skills & Abilities


• Exemplify professionalism when representing the company to clients and colleagues.


• Possess excellent communication and interpersonal skills, with the ability to build rapport quickly.


• Detail-oriented with strong observational skills.


• Demonstrated ability to work effectively both independently and as part of a team.


• Adaptable to a fast-paced environment and able to manage last-minute changes.


• Prioritize tasks effectively and manage multiple responsibilities simultaneously.


• Maintain composure in high-pressure situations while effectively resolving conflicts.


• Strong attention to detail and accuracy.


• Good problem-solving capabilities.


• Self-motivated and able to navigate ambiguous situations.


• Effective organizational and time management skills.


• Dependable and punctual in fulfilling job responsibilities.


• Relevant educational background preferred.

Experience:


• Minimum of 2 years in a call center environment.


• Minimum of 2 years in customer service roles.


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