Client Care Specialist

Position Summary

The Client Care Specialist supports the Client Care Department by onboarding new clients and providing frontline assistance to existing clients. This role is responsible for onboarding new clients and handling escalated inquiries from existing clients. Job responsibilities include handling incoming calls, responding to client inquiries, coordinating Operations to resolve questions, and managing the Client Care ticket queue to ensure timely and accurate responses. The ideal candidate is organized, responsive, proactive, and committed to delivering a high-quality client experience.

Key Responsibilities

Onboarding

• Assist clients with platform integration setup and verify data flow.
• Educate clients on inventory preparation, labeling compliance, and shipping submission guidelines.
• Provide portal walkthroughs and system training for clients.
• Oversee initial account launch to ensure a smooth transition into active service.
• Complete new client follow ups

Client Support

• Answer incoming client calls and provide prompt, professional assistance
• Respond to client inquiries regarding services, processes, integrations, and account-related questions
• Schedule meetings with clients to resolve support issues
• Escalate complex or sensitive issues to the Client Care Manager as needed

Ticket Queue Management

• Monitor and triage the your ticket queue daily
• Assign tickets to appropriate departments based on priority and subject matter
• Ensure timely follow-up and resolution of client requests
• Maintain accurate and detailed notes within the ticketing system

CoordinationCommunication

• Liaise with Operations staff to gather information and resolve client questions
• Follow up with internal teams to ensure client issues are addressed efficiently
• Communicate updates clearly to clients and Client Care team members

Administrative Support

• Assist Client Care Manager with administrative and support tasks
• Maintain client records and documentation
• Support process improvements and documentation efforts

Qualifications

• High school diploma or equivalent required.
• 1-2 years of customer service or administrative support experience preferred
• Strong communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Ability to prioritize tasks and manage time effectively
• Proficiency in Microsoft Office and/or ticketing/CRM systems

Key Competencies

• Customer-focused mindset
• Attention to detail
• Problem-solving skills
• Team collaboration
• Adaptability in a fast-paced environment

Work Environment

• Office or warehouse office setting
• May require sitting for extended periods and frequent computer use

Success Metrics (KPIs)

• Call response and handling time
• Ticket triage accuracy and turnaround time
• Timeliness of internal follow-ups
• Successful new client onboarding

More about us:

eFulfillment Service (EFS) is one of the nation's leading ecommerce order fulfillment companies because of our ongoing commitment to value, technology and client satisfaction. Every day, hundreds of online sellers from around the world rely on EFS for fast, accurate and dependable order fulfillment. EFS is a family-owned business dedicated to upholding our core values of simplicity, reliability, and integrity.

As with any company within any industry, the people are what truly make the difference. Our team at EFS represents some of the best and brightest in our industry, and this customer service position represents an opportunity to advance within a growing company in an exciting, expanding industry.

BENEFITS:

• Insurance Package-including health, dental, vision, life, disability
• Paid Time Off/Sick Time
• Paid Vacation
• Paid Holidays
• 401K