Client Management Associate
Logistics & Customer Service Role
MAIN RESPONSIBILITIES
Job Description
Logistics & Client Management
- Create client file, gather all necessary order information, and seek out missing information;
- Manage client communications throughout each stage of production through our Client Management platform Dubsado & Gmail, update relevant information in client file as needed and communicate with appropriate team member & production;
- Assist in creating presentation of CADs before they are sent to clients (Photoshop)
- Track progress of each order through stages of production to ensure timely completion & delivery;
- Closely monitor and track urgent and Order Prioritization orders;
- Draft priority list for each photoshoot based on order timelines and client requests;
- Manage online storage of photos & videos (Google Drive & Preview App) by filing and naming appropriately;
- Ensure appropriate content (footage and documents) is shared with clients and properly managed;
- Create shipping labels for packages and properly share and store them;
Customer Care
- Consistently deliver a remarkable customer service experience by acting as the front line of communication (primarily via email, and also live chat, in-person, virtually and phone);
- Flag outstanding messages & escalate unresolved matters to Manager & Founder (as needed) and track the responses to ensure they are responded to in a timely manner;
- Work extensively with customers to provide efficient & timely solutions including: order follow-up, shipment tracking, order updates, etc.
- Responsible for improving customer retention by combining service and sales skills with product knowledge to ask customers questions and effectively offer relevant solutions;
- Approach all situations with a solution-oriented mindset to help develop improve the customer experience;
- Utilize data and customer feedback to analyze customer service trends and recommend revised policies and processes to improve customer experience
- Proactively look for opportunities to drive sales growth by identifying new leads and hand over leads to appropriate departments
Administrative Tasks
- Perform any basic administrative tasks and assist team members as needed;
- Creating Loom videos of your responsibilities;
Knowledge, Skills & Abilities
- Detail-oriented with high level of accuracy;
- Ability to meet deadlines and communicate need for extension as needed;
- Strong organization skills and dedication to completing tasks and projects in a timely manner;
- Exceptional interpersonal skills;
- Exceptional written and verbal communication skills;
- Must be highly organized, proactive and able to multitask in a fast-paced environment;
- Ability to creatively and effectively problem-solve varying customer requests;
- Remain flexible and continuously adapt as the business evolves and grows;
- Self-starter with proof of a strong work ethic and energetic personality;
- Team player, can-do attitude, no task too small. Willing to jump into other areas of the business to aid when needed;
- Work collaboratively and liaise with appropriate departments;
- Comfortable using resources to work independently to problem solve/assist customers;
- Collaborate with management to escalate customer issues when necessary to provide most seamless customer experience possible;
- Ability to retain product knowledge/details and grow knowledge as inventory changes/expands;
- Experience handling multiple programs simultaneously in a fast-paced changing environment;
- Professional selling skills are ideal but not required - understanding fundamentals of how to sell and adapt style depending on the client’s demeanor are an asset.
Role Details
- In-person position (Showroom is located in Wendover, ON)
- Work hours are 9am to 5pm
- Work tools will be provided
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