Client Service Lead- ABB

AB MAURI FOOD INC•St. Louis, MO

1d•Onsite

About The Position

The Client Service Lead supports the North American Sales and Technical team by facilitating the onboarding experience for new business prospects and helping ensure their first experience with ABMNA is seamless. The role leads, teaches, and coaches Client Service Specialists to provide enthusiastic service and build strong, long-term customer relationships. The position provides supervisory support, including helping specialists resolve customer issues, cross-training employees on geographic regions, backing up the Client Service Manager, overseeing accurate and prompt order entry, and assisting with training on new processes. It also processes customer orders, resolves order-related issues, responds to customer requests, and works closely with field sales and Supply Chain. The role oversees new account setups until assignment to a Client Service Representative, supports inventory and forecasting for new business, identifies sales opportunities within existing accounts, reviews sales trends, develops departmental reports using Data Warehouse/Power BI, and maintains CRM accounts. The position is based in a normal office working environment, with travel potentially required.

Requirements

Three to five or more years of experience in a customer service or inside sales environment.
Excellent telephone, written, and listening communication skills.
Accurate data entry skills.
Good technology skills and experience with CRM and Microsoft Office products.
Strong analytical, time-management, and organizational skills.
Ability to thrive in a customer-centric environment.
Ability to work independently and as part of a team.

Nice To Haves

Bilingual communication skills are preferred.
Experience with ERP and CRM tools, such as Salesforce.com.

Responsibilities

Assist Client Service Specialists with resolving customer issues.
Cross-train employees on geographic regions.
Provide backup for the Client Service Manager when specialists or Sales need assistance.
Oversee the order entry process to ensure orders are entered accurately and promptly.
Assist the Client Service Manager with implementing and training Specialists on new processes and procedures.
Work across all demographic areas and closely with the field sales team.
Advise Sales of changes in customer ordering patterns.
Receive and process customer orders for assigned accounts using the automated order processing system.
Resolve order-related problems, including tracking orders, confirming shipments and arrivals, and determining whether credits should be issued.
Respond promptly to customer requests and generate customer correspondence as needed.
Oversee new account setups until they are assigned to the appropriate CSR.
Work with Supply Chain to resolve customer issues and establish routing for business gains and losses.
Ensure inventory is available for new business when needed.
Provide forecasts for new customers and new products for existing customers.
Identify new sales opportunities within existing accounts.
Review sales trends for the assigned geographic area and report changes.
Design departmental reports to better serve customers using Data Warehouse/Power BI.
Maintain CRM accounts.