Client Experience Associate - Ent

Aptive•UNAVAILABLE, TX

1d•Remote

About The Position

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department. Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others. You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Requirements

Basic Microsoft Office skills to include Outlook, Word and Excel for creating and using spreadsheets
Basic understanding of the anatomy of a desktop/laptop with ability to understand customer needs
Ability to complete on the job training in client operations and insides sales support within the first two months of hire
Articulate with ability to express oneself clearly and professionally in written and oral communication
Good listening skills with ability to receive information completely and understand what is being said
Quick study with ability to master a situation or learn new things with minimum direction or training
Organized state of mind with ability to respond timely to requests and track orders.

Responsibilities

Working under direct supervision of the Client Experience Manager, selecting from a variety of established procedures to accomplish assigned duties and responsibilities, the Client Experience Associate handles basic, entry level administrative tasks associated with simple product client orders and client quotes.
The Associate role enters basic data for simple quotes, repetitive orders, client standards and returns.
The Associate assists the Client Experience Specialist in monitoring the daily Open Order Report.
The Associate responds timely to client requests regarding order tracking and simple pricing requests from clients with already established system pricing.
Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.
Responds timely to client requests and prompt placement of basic simple orders within company procedural guidelines to meet the client’s SLA.
Understands shipment cutoff times for all major distribution partners and carriers.
Proactively communicates to clients on order placements including order ETA and back order information at time of order placement.
Escalates cost changes/EOL to Sales Operations Advisor or account manager.
Provides timely basic quotes for simple velocity products, within 4 hours, for customers based on direction from the account manager or Client Operations Specialist.
Assists with quotes for accounts with established pricing.
Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders
Researches open orders and provide ETA information to clients in a report format.
Enters and updates order information in the system for all team members to access.
Uses established tools to provide the customer with any one off or scheduled report
Escalates any complex requests on open orders or reports to another team member
Works with management on any request that falls outside the scope of any existing report
Responds to client email requests for tracking, serial numbers, packing slips and other
Initiates returned merchandise process
Educates the client on the RMA creation and enters RMA in the system.
Escalates all RMA requests to Customer Service.
Performs all other duties or special projects as assigned.