Client Services Coordinator
Summary
Summary:
The Client Services Coordinator should be an ambitious, attentive, dependable, hard-working individual with excellent written and verbal communication skills. This individual will have the opportunity to work with all facets of the business, top to bottom, as well as work with Clients around the world. Clients range from exciting startups to Fortune 500 companies. A focused, thorough, and passionate individual will yield high success on deliverables in this role and open up multiple opportunities providing rapid personal and professional growth potential.
Accountable Functions And Responsibilities
• Facilitates communication paths with customer through collaboration with internal expertise areas.
• Monitors and tracks key performance indicators and metrics that help quantitatively measure team effectiveness and customer satisfaction.
• Coordinates production of processed materials and auxiliary services with customer's requirements as outlined in customer specification sheets
• Communicates with customers throughout production to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of materials, and to procure information and materials needed by establishment personnel to process order.
• Works with a client list around 10 clients that will increase as experience level increases.
• Works with clients to maintain and update internal documentation that includes but is not limited to customer specification sheets, process documentation, ERP system and CRM software.
• Monitors progress of job order throughout production
• Communicates with personnel, coordinates ordering of supplies from customers and ensures internal supplies are available for use in production
• Communicates with Production Team to set production schedule and job order to ensure timely processing of job in accordance with customer's requirements, sacred On-Time-Arrival date, and all company standards.
• Increasing the value of current customers while attracting new business within untapped product lines.
• Complete invoicing of customer orders accurately and timely.
Job Metrics (Measurements Of Success)
• On Time Availability Percentage – percentage of customer orders that are available to customers by the time that was communicated to them.
• Sales Order Date Accuracy – a measurement tool to ensure all dates in the system are kept up to date on a daily basis
• Customer Satisfaction Survey Score – surveys are sent to customers to gauge performance of the company as a whole
• Revenue Invoiced – invoicing is an essential job function and must be completed in conjunction with the expectations of the company.
• Specification Sheets Updated – as orders are received, expectation is that the Spec Sheet is reviewed and updated for accuracy.
Required Qualifications
• Candidates should have bachelor’s degree with emphasis in entrepreneurial studies.
• Experience in customer service and/or manufacturing environment preferred.
• Must be willing to travel to any Custom Processing Services facility within Berks or Montgomery count as needed (mileage compensation is available).
• Must be a U.S. citizen or able to work in the U.S. for reasons other than practical training.
Location:
Reading, Pennsylvania – corporate office and manufacturing campus
East Greenville, Pennsylvania – office and manufacturing campus
Other company locations as required
Work Environment (estimated Averages)
Office (90%)
Floor (10%)
Growth Opportunities
• Many opportunities for advancement begin in Client Services, as it provides a good landing spot for new employees to learn the business and grow into more experienced positions within the Sales/Revenue arm of the business
• Growth trajectory - opportunities exist to grow into a Client Services Manager, Business Development Manager or Marketing Manager.
• Client Services provides a broad understanding of the business, so jumps to areas such as Quality, Production, Inventory and Accounting are well within reason.
Travel Requirements
• May be asked to visit other Custom Processing Services facilities in Berks or Montgomery counties
• Trade shows, outside training sessions and onsite customer visits may be requested in accordance with the needs of the company
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