Client Support Associate

At TA Resources we've re-imagined traditional staffing and HR outsourcing with Small to mid-size businesses in mind. Focusing on what makes our clients unique we match them with the talent they need to continue to grow. We are currently searching for a Client Support Associate for our client located in Round Lake Park, IL.

Our client is not just a fragrance and flavor house; they are the pioneers of perfumery, taste, and malodor abatement excellence. Our cutting-edge technology and trendsetting creations are poised to captivate your senses like never before.

As a Client Support team member, you will be the primary point of contact for our domestic and global clients, providing exceptional service and ensuring clear communication regarding order statuses. You will identify how to accurately assess where orders are in the operations process independently, and if needed coordinate with internal teams to verify order progress and ensure timely responses to customer inquiries. This role requires a high level of urgency, accuracy, and a willingness to work flexible hours to accommodate clients in different time zones.

Key Responsibilities:

• Serve as the liaison for assigned clients regarding order status and other inquiries.
• Maintain proactive communication with clients to provide updates and address any concerns.
• Monitor and track orders with open order and daily shipment live links to ensure they meet client specifications and deadlines as self-sufficiently as possible.
• Collaborate with internal teams to verify order progress and ensure timely fulfillment only as needed.
• Respond to customer inquiries via phone, email, and other communication channels.
• Ensure clear and professional communication tailored to the client's time zone, work hours and preferences.
• Demonstrate urgency in addressing client needs and resolving issues promptly.
• Research and accurately address client concerns self-sufficiently before responding.
• Work closely with internal teams to resolve any order discrepancies or delays if you cannot determine the root cause yourself.
• Maintain accurate records of client interactions, orders, and resolutions.
• Prepare regular reports on customer feedback, issues, and resolutions.
• Stay up to date with product information, updates, and changes.
• Provide feedback to internal teams based on client interactions and experiences.
• Understand the order entry process for both domestic and international sales orders, as well as drop shipment orders in collaboration with our partner in China.
• Serve as primary back up for order process specialists.
• Other duties related to customer service may apply and be expected as issued by direct supervisors.

Qualifications:

• Bachelors degree in Business, Communications, or a related field preferred.
• Previous experience in customer support or a similar role, preferably in an international setting.
• Experience in the fragrance, cosmetic, personal care, or candles industry is a plus.
• Previous CRM experience is required.
• Knowledge of logistics/shipping terminology and practices is also a plus.
• Proficiency in Microsoft Office Suite or comparable office software.

Skills:

• Excellent verbal and written communication skills in English and at least one additional language.
• Strong problem-solving skills and the ability to work under pressure.
• High level of empathy and customer-centric attitude.
• Ability to multitask, prioritize, and manage time effectively.

Personal Attributes:

• Culturally aware and sensitive to the needs of a diverse customer base.
• Patient, empathetic, and able to handle stressful situations with grace.
• Self-motivated, proactive, and able to work independently as well as part of a team.

Working Conditions:

• Full-time position with a flexible schedule to accommodate evening hours and extensive email communication.
• May require occasional travel for training or team meetings.

Job Type: Full-time in office

Pay: $55,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance