Job Description
General Purpose of Position:
The Client Relations Specialist serves as the liaison with the company's customers, developing relationships, providing guidance and advice, and providing a higher level of customer support on a specific product or service.
Duties and Responsibilities:
Ensure both the company and clients adhere to contract / specs
Day-to-day communication with customers / clients, answer questions, manage conflicts and collect feedback and escalate as appropriate
Maintain up-to-date knowledge of company products and services
Effectively provide client support and communication
Facilitate inter departmental communication to provide effective client support
Build, maintain, and strengthen relationships between the company, reps and clients by providing optimal service
Assist sales team with identifying opportunities to up-sell / cross sell services and products
Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus and accomplish improvements.
Liaise between customers, contractors, sales reps and appropriate personnel
Interacts with customers including contractors to provide support and information on an assigned product or service
Ensures that appropriate actions are taken to resolve customers, contractor or sales representative problems and concerns
Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
Uses knowledge of a specific product, service, or other assigned area of expertise to validate customers orders and correct as necessary for proper delivery
Be familiar with other product and services to support staff of Client Relation Specialists
Collaborate with customer service personnel, product management department, service departments and/or sales representatives to streamline information and orders
Performs other related duties as assigned
Collaborate with regional sales resources to improve their customer service experience
Escalate issues or situations as appropriate
Understand contractor, sales representative and customer perspectives to improve their order experience
Build relationships directly with contractors, sales representatives, customers and internal staff
Experience and Education:
1 to 2 years experience and/or training in this type of work
High School Diploma or GED
Strong verbal and excellent written communication skills; strong attention to detail
Excellent time management skills
Excellent customer service skills
Ability to develop working relationships at multiple levels of the organization
Collaborative team player with the ability to build consensus
Proficient with Microsoft Office Suite and SAP
Ability to handle change and ambiguity
Effective in a fast paced environment
Ability to be self-directed and motivated
Ability to work at a focused and continuous pace
The salary range for applicants in this position generally ranges between $56,000 and $66,000. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.
Benefits:
Tremco offers a variety of benefits to its employees, including not limited to: health insurance, paid holidays, paid time off, 401(k) with company match, Company Pension Plan, Performance Based Commission, and continuing education.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
