Client Care Specialist

Efulfillment Service • Traverse City, MI

8d • Onsite

About The Position

The Client Care Specialist supports the Client Care Department by onboarding new clients and providing frontline assistance to existing clients. The role handles incoming calls, responds to client inquiries, coordinates with Operations to resolve questions, and manages 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.

The position is based in an office or warehouse office setting and may involve extended periods of sitting and frequent computer use. Success is measured by call response and handling time, ticket triage accuracy and turnaround time, timely internal follow-ups, and successful new client onboarding.

EFS is a family-owned ecommerce order fulfillment company focused on simplicity, reliability, and integrity. The role offers an opportunity to advance within a growing company and industry.

Requirements

• High school diploma or equivalent required.
• 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 or CRM systems.

Nice To Haves

• 1–2 years of customer service or administrative support experience preferred.

Responsibilities

• 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 launches to ensure a smooth transition into active service.
• Complete new-client follow-ups.
• Answer incoming client calls and provide prompt, professional assistance.
• Respond to client inquiries about 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.
• Monitor and triage the 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 in the ticketing system.
• 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.
• Assist the Client Care Manager with administrative and support tasks.
• Maintain client records and documentation.
• Support process improvements and documentation efforts.

Benefits

• Insurance package including health, dental, vision, life, and disability insurance.
• Paid time off and sick time.
• Paid vacation.
• Paid holidays.
• 401K.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED