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 LISTE****D 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.