Client Support Coordinator

Overview

Position Summary:

Serve as the primary contact for clients and customers, handling order placement, inquiries, and issue resolution through various communication channels.

• Enters and manages orders from all sources (email, phone, fax, online, etc.), and handles any order exceptions, updates, or corrections.
• Manages open orders, including coordinating with the appropriate team members on backorders.
• Responds to client/customer concerns or complaints and ensures that inquiries are handled and documented in a timely and professional manner.
• Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.
• Ensures that all order execution is completed on time and in a manner that satisfies service level requirements.
• Collaborates with management and/or the clients, as directed, to maintain the integrity of the order management processes.
• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
• Attends to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
• Updates client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
• General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
• Supports and maintains all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.
• Ensures customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality; proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.
• Acts as backup to other team members.
• All other duties as assigned.

• Works to ensure overall client satisfaction through internal and external communication channels.
• Support client development and other key personnel to provide work insights for client business reviews or internal corporate review, as appropriate.
• Communicate with supervisor/manager when new business opportunities are identified.
• Provides world-class customer service and after-order care for clients.
• Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

• Associates' or Bachelor's degree preferred.
• Minimum 1-year experience in customer service, supply chain, or order management role.
• Ability to handle tasks requiring attention to detail.
• Experience with using an order management system and the ability to learn new systems.
• Ability to work in a fast-paced, high-output environment.
• Ability to multitask and prioritize job tasks.
• Ability to work independently and in a team environment.
• Strong written and verbal communication skills.
• Accurate data entry and spelling skills.
• Strong general computer skills, including MS Office Suite.
• Professional appearance and demeanor.

This is a hybrid role, with a need to be in the office monthly.

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.