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This is a hybrid role, with a need to be in the office monthly.
Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.
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Client Support Coordinator
Location: Cleveland, OH, United States,
Department: Client Support, Type: Full Time
Position Summary
Serve as the primary contact for clients and customers, handling order placement, inquiries, and issue resolution through various communication channels.Essential Functions
- Enters and manages orders from all sources, e.g., email, phone, fax, online, etc., and handles any order exceptions, updates, or corrections.
- Manages open orders, including working with the appropriate team members on backorders
- Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
- Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.
- Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.
- Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.
- Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
- Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
- Update client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
- General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
- Support and maintain all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.
- Ensure customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality.
- Proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.
- Act as backup to other team members
- All other duties as assigned.
Communication
- Works to ensure overall client satisfaction through internal and external communication channels.
- Support client development and other key personnel to provide work insights for client business reviews or internal corporate review, as appropriate.
- Communicate with supervisor/manager when new business opportunities are identified.
- Provides world-class customer service and after-order care for clients.
- Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.
Position Requirements
- Associates' or Bachelor's degree preferred.
- Minimum 1-year experience in customer service, supply chain, or order management role.
- Ability to handle tasks requiring attention to detail.
- Experience with using an order management system and the ability to learn new systems.
- Ability to work in a fast-paced, high-output environment.
- Ability to multitask and prioritize job tasks.
- Ability to work independently and in a team environment.
- Strong written and verbal communication skills.
- Accurate data entry and spelling skills.
- Strong general computer skills, including MS Office Suite.
- Professional appearance and demeanor.
This is a hybrid role, with a need to be in the office monthly.
Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.