Client Experience Partner

Description

We are seeking a highly organized and customer-focused individual to join our team as a Client Experience Partner in the corporate uniform and promotional products industry. The ideal candidate will be responsible for managing the overall customer relationship, driving customer satisfaction and retention, protecting our customers’ brand, proactively identifying opportunities, and providing customer focused solutions. This role will play a crucial part in supporting our sales team and ensuring a premier experience for our customers.

PRIMARY DUTIES AND RESPONSIBILITIES

• Customer Communication: Act as the primary point of contact for customer inquiries, requests, and concerns. Communicate promptly and professionally via phone, email, and other channels to provide accurate information and resolve issues effectively.
• Sales Order Planning: Handle the end-to-end process of preparing product presentations, preparing sales order information, ensuring accuracy and timely delivery. Collaborate with multiple departments including art, production, and logistics to gather necessary information and update customers on order status.
• Product Knowledge: Develop a strong understanding of our corporate uniform program, promotional products and services to assist customers in making informed decisions. Provide product recommendations, pricing details, and customization options as needed.
• Customer Relationship Management: Maintain and update customer records, sales reports, preferences, and communication history in our CRM system. Follow up with customers to gather feedback, address any issues, and ensure satisfaction with our products and services.
• Continuous Improvement: Identify opportunities for process improvement and customer experience enhancements. Collaborate with cross-functional teams to implement best practices and streamline workflows.

SECONDARY DUTIES AND RESPONSIBILITIES 

• Front Desk Coverage: Assist in covering the Front Desk during lunches, PTO, or when needed.  This includes answering customer inquiries via phone and email, and customers who come to the front door.
• Customer Service Representative Coverage: Assist in covering Customer Service Representative responsibilities. This includes submitting helpdesk tickets and processing sales orders. 

Requirements

QUALIFICATIONS FOR THE JOB

Education:

• Associate degree in a related field or equivalent experience preferred.

Experience: 

• Previous experience in client relations or a related role

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Strong attention to detail and organizational skills to manage multiple tasks and prioritize effectively.
• Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools.
• Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.
• A proactive attitude, problem-solving skills, and a willingness to learn and grow within the role.
• Strong multi-tasker
• Good judgment and decision-making ability
• Ability to manage deadlines and work under pressure.