Client Service Specialist

Position

Objective:

Provide outstanding, enthusiastic service by developing and strengthening long-term relationships with customers, resulting in new sales and sustained repeat business. The Client Service Specialist provides a rapid & professional response to meet customers’ ongoing business requirements.

Key Result Areas:

Performance Standards

Customer Service

• Establish on-going rapport with existing and potential customers.
• Conduct regular telephone conversations with all assigned customers; frequency will be determined by size and potential of customers’ business.
• Investigate and trouble-shoot customer service issues by involving the appropriate ABMNA functions.
• Receive customer orders and process them in the automated order processing system.
• Serve as liaison between customers and Field Sales, thereby providing professional account management.
• Review reports to ensure shipping schedules and order data are accurate.
• Maintain high level of product knowledge and product application using various resources and training tools
• Demonstrate a positive, collaborative approach at all times to meet customers’ needs.
• Research credit/debit memos for individual districts.

Inside Sales

• Collaborate with Field Sales and Client Service Manager to determine necessary strategic sales approaches and maximize opportunities.
• Review sales report to proactively catch customer order interruption/increase in demand.
• Ensure follow-up by forwarding leads to Field Sales with action points, dates, customer profile information, etc. Follow-up conversation with Field Sales once lead is tied off.
• Make outbound follow-up calls to existing customers to ensure that they are receiving the expected product and service benefits and features.
• Handle inbound, unsolicited prospect calls, and discuss them with Field Sales and/or convert them to sales.
• Visit customers every year to deepen customer relationships and foster the total sales team approach.
• Emphasize products/service, features and benefits, quote established pricing and prepare reports, as needed.

Market Intelligence

• Maintain and expand CRM database to capture customers’ profile, requirements, annual volumes of ingredients purchased, competitive price points, baking processes, varieties produced, etc.

Field Sales Support

• Support Field Sales with processing sample requests, customer concerns and price requests – follow-up appropriately.
• Review sales trends for assigned geographical area and report changes to inventory planner and Field Sales.

Other

• Attend periodic sales and product training, when applicable.
• Other duties as assigned

A COMBINATION OF THE LISTED SKILLS AND KNOWLEDGE IS PREFERRED

• Three (3) to five (5) plus years’ experience in a customer service/inside sales environment.
• Excellent communication skills: telephone, writing and listening (prefer bilingual).
• Accurate data entry skills.
• Good technology skills and experience with CRM and Microsoft Office products.
• Experience with ERP & CRM tool(s) (i.e. Salesforce.com).
• Strong analytical, time management and organizational skills.
• Thrives in a customer centric environment.
• Ability to work individually and as part of the team.