Client Services Associate

The Client Services Associate (CSA) is responsible for providing service at the highest level

for all Client interaction. The CSA is the "face" of the company and will interact with clients

to provide information in response to inquiries about products and services and to handle

and resolve complaints. Client satisfaction is job one at Solais Lighting, LLC.

Client satisfaction is a measure of how products and services supplied by a

company meet or surpass client expectation. Client satisfaction is seen as a key

differentiator and increasingly has become a key element of business strategy. It is

essential for the CSA at Solais to effectively manage client satisfaction.

The achievement of client satisfaction leads to company loyalty and product

repurchase. "Satisfaction" itself can refer to any number of different facts of the

relationship with a client. For example, it can refer to any or all of the following:

• Satisfaction with the quality of a particular product or service

• Satisfaction with an ongoing business relationship

• Satisfaction with the price-performance ratio of a product or service

• Satisfaction because a product/service met or exceeded the client's

expectations

It is the main goal of a Solais CSA to ensure that its clients are satisfied with our products

and service.

ESSENTIAL GOALS AND OBJECTIVES: Under the direction of the department head, Client Services Associates will,

Handle incoming calls in a friendly and courteous way

Attract potential clients by answering product and service questions; suggest

information about other products and services.

• Analyze requests, provide information requested or ascertain who best can provide

the information and route the request to the proper person.

Receive client requests by telephone, mail and email

the information and route the request to the proper person.

• Enter Sales Orders accurately

o Receive and review all orders and verify that they accurately reflect product

o numbers and pricing

o Ensure the accuracy of information, ship to and bill to addresses

o Contact clients to ascertain data omitted on orders and correct, if necessary.

o Enter Sales Orders into the Solais accounting system

• Confirm Sales Orders with clients by sending each client a Sales Order Confirmation

• Maintain Client records by updating account information, as necessary.

• Help trace the status of orders through Shipping Department.

• Send weekly Open Order Communication to proactively communicate with clients about Order status.

• Maintain liaison with other departments for order completion.

• Have knowledge of product lines, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

• Coordinate (RGA) Returns and Replacements as needed.

o Prepare and forward preliminary paperwork to Returns and Replacements on problem orders.

o Resolve product or service problems by clarifying the client complaints;

§ determining the cause of the problem; selecting and explaining the best solution

§ to solve the problem; expediting correction or adjustment; sending a test result

§ follow up as prepared by Solais QC Personnel during the evaluation of a return to ensure resolution.

• Liaison with Shipping to coordinate priority shipments

• Ensures "Picking/Packing List" is created and delivered to the shipping department