Client Relationship Specialist

$27.00 to $30.00 / hour

Reporting to the Client Relationship Manager, the Client Relationship Specialist is responsible for assisting with maintaining excellent relationships with both external and internal customers as well as providing Accounting support functions.

Under the supervision of the Client Relationship Manager, the Client Relationship Specialist will assist in maintaining excellent customer relationships with both external & internal clients. The Client Relationship Specialist will assist in maintaining the CRM program via timely responses to client requests including agreements, rates, inventories, estimates, service issues, procedural questions and other client requests. 

This position is also responsible for reporting and escalating any issues to their manager.

This position may participate in weekly team training.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Service:

·        Respond to client inquires input into the CRM application.

·        Assist client with audit requests for special reporting, i.e. SSAE compliance.

·        Proactively contact small to medium carton count customers.

·        Strategically move the Happiness Measurement Bar in the CRM application for assigned accounts.

·        Maintain and input results of client relationship activities in CRM application to capture new contacts and client interactions.

·        Assist with pricing application.

·        Assist with auditing client agreements.

·        Assist clients with any inquiries regarding their services including but not limited to: billing/invoices, payment histories and reconciliations, rate history, historical service activity and service issues.

·        In order to complete tasks, learn the needed sections of various company computer applications such as CRM, Great Plains, RSSQL, EZ Shred, C Production data and RS Pricing.

·        Escalate and/or seek advice from the CRM Manager for any unsolved situations or complaints from customers.

Administrative:

·        Support Sales and Account Managers efforts by researching, compiling, summarizing and sharing various matrix information regarding our clients.

·        Assist with preparing warehouse adjustments that arise from addressing client concerns / issues.

·        Interact with other departments such as Operations and Finance relating to client transactions and record relevant information in CRM. Create tickets in CRM application as needed.

• Process customer communications via letters and email.

·        Perform work with quality, efficiency and safety at all times.

Customer Relations:

• Foster positive relationships with customers to build trust and rapport.

·        Maintain and input results of client relationship activities in CRM application to capture new contacts and client interactions.

·       Assist with client inquiries and answer client questions with regard to payment history/balance, account updates, and customer service issues. 

·        Assist with answering CC/Statement lines.

• Requires flexibility to adapt to changing customer and staffing needs, with a cooperative attitude.

·        Customer interface – including but not limited to processing transactions and customer requests.

·        May greet customers for client access to collect payment.

·        Answers calls for Accounting department, such as, process payments, customer service, routes to appropriate personnel.

·        Must be courteous, helpful, and professional to all existing and potential internal and external customers.

Training:

·        Provide input and direction to teammates on enhancing customer service.

·        Promote Corodata’s Mission and Vision Statements.

·        Continuously promotes compliance with company policies and procedures. 

Other Duties:

·       Adhere to meal and rest periods per Company policy.

·       Other accounting-related functions as needed to meet business needs and requirements assigned.

·       Works with confidential data, which, if disclosed, might have a significant internal or external effect.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1.     ORGANIZATION SKILLS - Organization skills, attention to details, and the ability to prioritize in a changing environment.

2.     LANGUAGE SKILLS - Ability to read and interpret documents written in English such as procedures, work instructions, and timesheets.  Ability to effectively communicate with customers and coworkers.

3.     MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

4.     REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

5.     COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer oriented skills.

6.     OTHER DUTIES:

1. Understanding of Generally Accepted Accounting Principles.


2. Capability of effective planning and priority setting.


3. Must be able to work independently and practice critical thinking.

d.     Must be able to ensure the accuracy of the work product.

e.     Very attentive to detail.

1. Ability to write professional letters and emails to clients.


2. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

h.     Ability to consistently meet daily, weekly and monthly deadlines.

1. Comfortable working with customers as well as sales, accounting and other departments.


2. Ability to work effectively in a team environment as a positive team player.


3. Requires effective decision-making skills for handling customer and teammate escalations.  Calm, professional demeanor, thoughtful response capability that displays the ability to treat everyone with respect and arrive at win-win solutions.


4. Ability to handle and safeguard sensitive and confidential information required.

EDUCATION and/or EXPERIENCE:

Minimum Qualifications:

• High School Diploma or GED equivalent required or an equivalent of education and work experience.


• One (1) to three (3) years customer service experience in a call center or office environment.


• Intermediate MS Excel.


• Proficient in MS Office.


• Proven ability to work effectively with others in a team environment.


• Must have a valid CA Driver’s license and driving record that meets our insurance carrier’s requirements.

Preferred Qualifications:

• Bachelor’s degree in Accounting.


• Two (2) years’ experience of accounting.


• Familiarity with Great Plains and billing systems software.

PRIMARY LOCATION:

Poway, CA

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day. 

1.     Walking: May require walking primarily on a level surface, but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.

2.     Handling: Seizes, helps or works with hands.

3.     Lifting: Proper lifting techniques required. May include lifting up to 30 pounds, and pushing or pulling up to 20 pounds throughout the day.

4.     Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.

5.     Standing: Remains in standing position if required to perform various functions of the job.

6.     Stooping: Bends body downward and forward by bending at knees or waist, including but not limited to, twisting, kneeling throughout the day.

7.     Vision: Reads paperwork and records on the computer.

8.     Talking: Communications by phone and in person.

9.     Sitting: Sits at desk.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1.     Temp/Weather: Works in either 1) Office environment - for the most part ambient room temperatures, lighting and traditional office equipment, and 2) Warehouse – may be exposed to cold temperature, and 3) Outside -  may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.

2.     Noise: Works in office, warehouse or outside environment, with constant or intermittent noise.

3.     As the company grows, it may be necessary to rearrange/move cubicles at any time at the sole discretion of the company.

POSITION TYPE/EXPECTED HOURS OF WORK:

1.     This is a full-time, non-exempt position.

2.     Employees may be required to work late evenings or weekends depending on the business needs.

3.     Because of sales and accounting interactions, the work needs to be conducted in the office location of 12375 Kerran Street, Poway, CA 92064

4.     All Overtime must be approved by manager before working.

TRAVEL:

Periodic travel to company and/or customer sites in Orange County and the Bay area may be required.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.