Client Experience Specialist

Connection • Austin, TX

9h • Onsite

About The Position

As a Client Experience Specialist, you'll play a critical role in delivering an exceptional customer experience by ensuring orders are processed accurately, efficiently, and on time. You'll be the operational backbone for our high-volume velocity accounts, partnering with Sales, Customer Service, and Operations to provide seamless order management, proactive communication, and outstanding client support. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering a high level of service while maintaining exceptional attention to detail.

Requirements

• High school diploma or equivalent.
• Minimum of four years of related customer service, client support, order management, or inside sales experience.
• Experience working within CRM and/or ERP systems.
• Intermediate Microsoft Excel skills and advanced Microsoft Outlook proficiency.
• Strong data entry skills with exceptional accuracy.
• Excellent written and verbal communication skills.
• Outstanding organizational and time-management abilities.
• Ability to prioritize multiple requests while maintaining a high level of customer service.
• Strong problem-solving skills and the ability to learn new systems quickly.

Nice To Haves

• Experience supporting high-volume order processing in a distribution, technology, manufacturing, or B2B environment.
• Familiarity with customer purchasing processes and business-to-business sales cycles.
• Experience creating and maintaining customer reports using Excel or reporting tools.

Responsibilities

• Serve as a trusted point of contact for client requests, ensuring timely responses that meet or exceed established service level agreements (SLAs).
• Provide proactive updates on order status, estimated delivery dates, backorders, and shipment timelines.
• Respond promptly to inquiries regarding tracking information, serial numbers, packing slips, pricing, and other order-related requests.
• Build confidence with clients through clear, professional communication and reliable follow-through.
• Process high-volume order entry with a strong focus on accuracy and attention to detail.
• Prepare and deliver quotes for established velocity products within four hours, following Sales team guidance.
• Support quoting activities for customers with established pricing agreements.
• Monitor daily Open Order Reports and research order status to provide accurate ETA updates.
• Maintain accurate order information within company systems to ensure visibility across internal teams.
• Understand distribution partner and carrier shipment cut-off times to maximize on-time fulfillment.
• Collaborate with Sales, Customer Service, and Operations to resolve order issues and support complex client requests.
• Escalate pricing changes, end-of-life (EOL) notifications, and other issues requiring additional review.
• Recommend alternate products or suppliers when appropriate in collaboration with the Sales team.
• Assist management with custom reporting and requests outside standard reporting capabilities.
• Initiate Returned Merchandise Authorization (RMA) requests and educate customers on the return process.
• Coordinate RMA activities with Customer Service.
• Generate recurring and custom reports that provide meaningful insights for clients and internal stakeholders.
• Perform additional projects and responsibilities as assigned.

What This Job Offers

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