Job Description:

Position Title: Client Services Representative

Location: Rock Island 2916

Department: Client Services/Customer Success

Employment Type: Full Time

Workplace Type: Hybrid

Reporting To: Kim Gillespie

Compensation: $18.00 - $22.00 / hour

Client Services Representative

Group O is seeking a Client Services Representative responsible excellent client services initiatives and service.

As a Client Services Representative, you will be the primary point of contact for our valued clients, providing exceptional customer service and support. Your role will involve managing the order fulfillment process while addressing client inquiries, resolving issues, and ensuring client satisfaction. You will work closely with various departments within the company to coordinate solutions and deliver personalized assistance to meet the unique needs of each client.

the ideal candidate for a Client Services Representative role would possess a combination of people skills, problem-solving abilities, and a customer/client-focused mindset, enabling them to effectively support and advocate for clients while contributing to the success of the organization.

Key Responsibilities

• Maintain up to date client information in the Enterprise Resource Planning (ERP) System including setting up orders and managing order completion.
• Function as the main point of contact for client inquiries via phone, email, or chat, providing timely and accurate responses.
• Build and maintain strong relationships with clients, understanding their needs and preferences to deliver personalized service.
• Resolve client issues and complaints efficiently and effectively, escalating complex issues to the appropriate department when necessary.
• Coordinate with internal teams, including sales, technical support, and account management, to address client needs and ensure timely resolution of issues.
• Gather, review, and file proof of deliveries, packing slips or other shipping files. Perform expediting tasks, including monitoring orders that have missed deadlines and the status of expedited orders, coordinating sales for parts and service, and managing service schedules.
• Maintain accurate records of client interactions and transactions using our ERP system.
• Educate clients about our products and services, guiding them through processes and offering solutions to maximize their experience.
• Proactively identify opportunities to upsell or cross-sell products and services to existing clients.
• Stay informed about industry trends, company products, and service offerings to provide informed assistance to clients.
• Collaborate with the client services team to continuously improve processes and enhance the overall client experience.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements and data protection standards.

Job Qualifications

Minimum Qualifications

• High school diploma or equivalent
• Two plus years experience in customer service or client-facing roles.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and diligence.
• Ability to multitask and prioritize tasks in a challenging environment.
• Proficiency in Microsoft Office and ability to learn ERP software.
• Ability to work independently as well as part of a team.
• Flexibility to adapt to changing priorities and work schedules.
• Cheerful outlook and a passion for delivering exceptional customer service.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities

About Group O

Grow With Group O

At Group O, it’s our employees who we value most. That’s why we provide a supportive environment where employees are given every opportunity to excel. Group O offers a wide variety of careers with room for professional growth and advancement, and we are always looking for motivated individuals to join our team. At Group O, our employees’ health and well-being is equally as important as the work they perform. We back up that philosophy by providing a competitive benefits package that supports now and for their future.
In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees.


Group O is committed to providing equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, and sexual orientation. If you require accommodations to participate in the job application process, please contact recruiting@groupo.com, we will work with you to meet your needs. Information provided by applicants will be treated with the utmost confidentiality. We respect your privacy and will handle your application data in accordance with our privacy policy.

PI256557604

Salary:

$18.00

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