Senior Client Service Specialist (SugarCreek)

Sugarcreek•Blue Ash, OH

3d•Hybrid

About The Position

Manage key accounts and resolve issues efficiently to maintain operational excellence and customer satisfaction. Collaborate with and support the Customer Service Manager to maintain departmental oversight, performance management, and leadership readiness. Lead continuous improvement initiatives, mentor team members, strengthen cross-functional alignment, and deliver data-driven insights to enhance service performance and long-term client retention.

Requirements

High School Diploma or equivalent (GED) required.
Three to five years in customer service or customer-facing role required.
Experience working with SAP preferred.
Possess excellent communication and interpersonal skills.
Know how to use Microsoft Office Programs, specifically Outlook, Word and Excel.
Able to use critical thinking to identify strengths and weaknesses of alternative solutions or approaches to problems.
Able to identify complex problems and review information to develop and evaluate options and implement solutions.
Possess excellent organizational skills and attention to detail.
Possess strong analytical and problem-solving skills.
Know how to actively listen to employees across various departments to address issues.
Possess basic mathematic skills.
Able to work well with others in a team environment.

Nice To Haves

Experience working with SAP preferred.

Responsibilities

Serve as lead point of contact for assigned strategic accounts, managing complex service matters, pricing communication, order accuracy.
Resolve issues proactively to ensure client retention and satisfaction.
Assist the Customer Service Manager with departmental oversight, workflow coordination, performance tracking.
Step in for Customer Service Manager as needed to support leadership responsibilities.
Drive continuous improvement initiatives and new product rollouts, providing strategic input on customer service procedures, onboarding processes, and cross-functional execution to enhance operational efficiency and client experience.
Oversee and guide the new customer onboarding process, ensuring adherence to departmental standards, identifying process gaps, and implementing enhancements to improve transition and service delivery.
Mentor and train Client Service Specialists, reinforcing best practices, service standards, escalation protocols, and professional development while serving as a subject matter expert for complex scenarios.
Lead cross-functional collaboration with Operations, Sales, Quality, and Logistics to proactively manage schedule changes, availability constraints, and service disruptions, communicating solutions clearly to internal stakeholders and customers.
Analyze service data and prepare executive-level reporting, identifying trends, risks, and opportunities to improve customer satisfaction and operational performance.
Manage escalated service concerns, conduct thorough research, coordinate internal resolution strategies, and make informed recommendations to leadership when executive intervention is required.
Comply with federal, state, and company policies, procedures and regulations.
Support all safety, food quality and sanitation initiatives and policies.
Follow SugarCreek safety rules and procedures.
Perform other duties and tasks as assigned.