Client Support Lead

Description

POSITION SUMMARY

The Client Support Lead is responsible for assisting in the planning and directing of activities within the Client Support department to meet customer needs and satisfy company objectives. The Client Support Lead reports directly to the Client Support Supervisor.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Process and input all customer orders.  
• Run various reports to check for product availability.  
• Generate all related paperwork and necessary information required for customer orders.
• Check all orders for special requests and post inventory records.
• Coordinate special shipping requests with the operations department, expediting any order as necessary.  
• Trace orders as required and notify customers of any activity concerning their order.  
• Ensure proper invoicing of accounts by verifying information.  
• Maintain damage records and backorder logs.  
• Handle returned merchandise in an efficient manner and ensure proper credit is given to the customer.
• Oversee and manage returns process to ensure timely and accurate returns processing daily.
• Plan and schedule work assignments for department personnel with the Client Support Supervisor in accordance with priorities and objectives.
• Set up and maintain customer product information in our Warehouse Management Systems
• Continually provide training to create depth within the department. Account procedures must be documented and updated regularly.  
• Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc., in a courteous and efficient manner.  
• Report customer feedback to management, including any signs of customer dissatisfaction.  
• Act as a liaison between the warehouse, transportation, and the customer.  
• Work with internal departments in administration of accounts regarding invoicing and credit charges.  
• Work with any other vendors that may be required due to specific needs of customer.  
• Oversee all paperwork associated with orders and maintain the corresponding files.  
• Maintain a current and accurate procedures manual that details that processing for each account.  
• Answer phone calls and operate various types of office machines and computers necessary to perform duties.  
• Effectively correspond with customers as required.

SECURITY

• Complies with all company inventory control and security procedures.

SAFETY

• Complies with all government and company safety rules.  

Requirements

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• High School diploma or GED.
• 3-4 years relevant work experience

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively communicate in English – both verbally and in writing.
• Broad knowledge of warehouse operations and technology is preferred.
• General office knowledge including phone techniques and computer skills in a customer service environment is required.  
• Must possess the ability to readily adjust priorities and effectively prioritize daily tasks.

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

• Ability to stand and sit for periods of time and to move intermittently throughout the workday.
• Ability to perform focused work with close attention to detail.
• Must have effective sensory and motor skills as well as manual dexterity, as appropriate for the role.