Client Support Specialist

Sage Direct LLC•Kentwood, MI

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About The Position

Purpose of the Job: This position will work closely with the Sage Business Development team to ensure that orders are entered correctly and in a timely fashion, as well as provide customer service to clients and vendors. Job Functions and Performance Standards: Accountability Be available to work a minimum of 8 hours on the 1st through the 5th of each month, regardless of weekends and holidays, so financial processing deadlines can be met. Be an ambassador for the Sage go-to-market message Monitor and manage workload effectively Interact with clients and vendors Work as part of a team Backup for Project Administrative team Provide exceptional customer service Respond promptly to customer requests and proactively manage expectations Play an active role in compliance-related SOC certification Coordinate with management to ensure adequate resources are available and updated as needed Serve as Subject Matter Expert (SME) with regard to order processing Facilitate Ops Meetings when appropriate Lead internal process improvement projects as assigned Identify root causes and handle moderately complex issues and problems, and refer more complex issues to Business Development and Project Administrator teams. Client Management Assist the Business Development team in organizing and coordinating orders Design mail projects for assigned clients Build a strong knowledge base of each client’s business, organization, and objectives. Develop strong relationships with current clients and proactively seeks to generate new and/or add-on business Recognize and escalate any issue related to customer dissatisfaction through appropriate quality channels quickly and effectively for resolution Provide guidance and resources for other Client Support Specialist to develop skill sets Assist in on-boarding and training of new Client Support Specialist team members

Requirements

High school diploma or equivalent
Minimum 2 years previous customer service experience
Be certified or work towards USPS mail designated professional
Exceptional computer skills including proficiency with Windows and Microsoft Office
Good, general mathematical skills
Strong organizational skills and problem-solving skills
Frequent customer service/interactions via email, video conferencing, telephone, and in-person
Strong communicator, both verbally and written, to effectively provide information and respond to questions from groups of managers or other internal teams, vendors and clients
Ability to make people smile and help create a positive environment
Have a drive for change and improvement
Desire to be part of a collaborative and close team

Responsibilities

Ensure that orders are entered correctly and in a timely fashion
Provide customer service to clients and vendors
Be available to work a minimum of 8 hours on the 1st through the 5th of each month, regardless of weekends and holidays, so financial processing deadlines can be met.
Be an ambassador for the Sage go-to-market message
Monitor and manage workload effectively
Interact with clients and vendors
Work as part of a team
Backup for Project Administrative team
Provide exceptional customer service
Respond promptly to customer requests and proactively manage expectations
Play an active role in compliance-related SOC certification
Coordinate with management to ensure adequate resources are available and updated as needed
Serve as Subject Matter Expert (SME) with regard to order processing
Facilitate Ops Meetings when appropriate
Lead internal process improvement projects as assigned
Identify root causes and handle moderately complex issues and problems, and refer more complex issues to Business Development and Project Administrator teams.
Assist the Business Development team in organizing and coordinating orders
Design mail projects for assigned clients
Build a strong knowledge base of each client’s business, organization, and objectives.
Develop strong relationships with current clients and proactively seeks to generate new and/or add-on business
Recognize and escalate any issue related to customer dissatisfaction through appropriate quality channels quickly and effectively for resolution
Provide guidance and resources for other Client Support Specialist to develop skill sets
Assist in on-boarding and training of new Client Support Specialist team members