Client Experience Specialist

Westrock Coffee Company•Bryant, AR

13d

About The Position

At Westrock Coffee, we are looking for a highly skilled Client Specialist, who will be a vital member of our Client Experience team. You will engage with clients via multiple technologies, providing them top rated support, addressing their business needs and building strong relationships. As a part of our team, you will collaborate with clients and management to identify, determine and implement the best client solutions. Each member of the team is accountable and held to high standards for all aspects of their responsibilities and duties. We are looking for team members who demonstrate empathy and kindness while balancing what is best for both the client and Westrock Coffee. If you have a strong sense of urgency, demonstrate personal resilience, are a team player, and excel in communications then Westrock Coffee may be a fit for you. The Client Experience Management Team believes in a professional work environment where the team works hard to exceed team and company goals. We work hard, we play hard. Each day we strive to produce a great cup of coffee that's part of a traceable, economy-boosting supply chain that positively impacts families near and far.

Requirements

Client Experience (Customer Service, Accounts Receivable, Ordering, Billing, Marketing, Account Management and/or Inside Sales) experience is required
Strong knowledge of Microsoft Office (Word, Excel, Power Point, Outlook)
Experience using CRM, Accounting or other software application
Strong verbal, written communication and soft skills
Advanced conflict management and problem-solving skills
Ability to establish and maintain professional business relationships
Ability to work on and/or lead a project team
Ability to create a positive experience in every Client interaction and to communicate the Company's story and value to external parties.
Ability to communicate and implement new ideas to improve your work and your team

Nice To Haves

2+ years Call Center Experience preferred
Bachelor's Degree preferred; or equivalent combination of education and experience
Billing or Ecommerce (Shopify) system experience preferred
NetSuite experience preferred

Responsibilities

Manage Client relationships, being fully accountable for independent decisions, without close supervision.
Professionally handle large amounts of inbound and outbound Client communications (telephone and email) within established service levels.
Engage with Clients in a friendly and professional manner while actively listening to their requests and concerns.
Extract, analyze, review, validate, and report client account information for the purposes of extending the life of the account, increasing sales and creating new opportunities to further the client relationship.
Proactively identify and communicate opportunities to improve the Client experience and improve Westrock Coffee earnings.
Build sustainable relationships and engage Clients by going the extra mile.
Receive and place product orders.
Utilize communication procedures, guidelines and policies, while being able to determine when a variation is appropriate for the benefit of Westrock Coffee and the Client.
Collaborate with management team to stay up to date on policies, new training, etc.
Record Client information in Client Experience CRM database.
Perform other duties as assigned.