Client Relations Specialist

Inolex - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Chemical Manufacturing

About the position

The Client Relations Specialist at Inolex, Inc. is responsible for acting as a liaison between clients and internal departments, ensuring timely communication and resolution of issues. This role focuses on enhancing customer experience by managing client relationships, supporting sales processes, and driving continuous improvement initiatives. The Specialist will work closely with the Sales and Customer Success teams to maintain strong partnerships and ensure clients receive exceptional service and support.

Responsibilities

• Communicate with clients, ensuring timely responses and coordinating with relevant departments to provide solutions and gather feedback.
• Act as a liaison between internal teams to ensure a smooth flow of information to customers.
• Own mapping of all consultants and brand developers in North America.
• Own customer follow-up KPIs.
• Proactively identify potential issues and resolve them before they escalate, ensuring clients feel supported and valued.
• Support the sales team and customers with price quotes, samples, documentation, inbound leads, and other requests as needed.
• Maintain, update, and track client information in the CRM to assist the sales team in managing accounts.
• Drive sales process improvements by identifying inefficiencies, offering solutions, and leading initiatives to enhance overall sales operations and customer experience.
• Manage pricing accuracy in US commercial databases and assist with price generation during price change processes.
• Participate in and lead continuous improvement projects and initiatives.
• Coordinate and schedule industry/customer events with regional Sales leaders.
• Analyze client feedback and sales data monthly to identify trends and opportunities for improvement, supporting strategic decisions on products, services, and processes.
• Work with Marketing to coordinate and track inbound leads, ensuring timely distribution to sales team and monitoring follow-up status.
• Serve as backup to Customer Success team to enter orders in the ERP system as needed.
• Manage the Inolex info inbox and field inbound customer calls.
• Handle any additional duties or special projects as required to serve customers.
• Attend trade shows and industry events as necessary.

Requirements

• Bachelor's degree in a science field (Chemistry or Engineering preferred).
• Two to five years of related experience in the Personal Care industry.
• Strong understanding of personal care ingredients and their functions.
• Working knowledge of various computer programs and ability to understand and interact with ERP/CRM systems (i.e. MS Office applications, Microsoft Dynamics, etc.).
• Excellent phone, customer service and problem-solving skills.
• Excellent attention to detail while being adaptable internally and externally.
• Efficient time management skills.
• Excellent verbal and written communication skills.
• Ability to work extended periods of time on one's own.
• Knowledge of ‘Customer Service' and ‘Sales' best practices.
• Ability to manage projects in a cross functional team environment.
• Commitment to continuous improvement in both personal development and business processes.

Nice-to-haves

• Experience in the Personal Care industry.
• Familiarity with CRM and ERP systems.