Client Experience Specialist at S&D Coffee in Little Rock, Arkansas

Job Description:

Job Summary:

At Westrock Coffee, we are looking for valuable Client Experience Specialists who are excited, are client obsessed and who get a thrill when a client feels satisfied because you radiate positive energy by using your problem-solving skills to address their needs.

As a Client Experience Specialist, you will be a vital member of our "Next Level" contact team. You will engage with clients via multiple technologies, providing them top rated support, addressing their business needs and building strong relationships. As a part of our team, you will collaborate with clients and management to identify, determine and implement the best client solutions. Each member of the team is accountable and held to high standards for all aspects of our responsibilities and duties. At Westrock we say "From crop to cup" because where our coffee comes from, to how we deliver that to your table, is our core foundation. We are looking for team members who measure success in nontraditional ways; demonstrating empathy and kindness while balancing what is best for both the client and Westrock Coffee. If you have a sense of urgency, demonstrate personal resilience, are a team player, and love transparency then Westrock Coffee could be a fit for you. The Client Experience Management Team believes in a professional work environment where the team works hard to exceed team and company goals. We celebrate team and individual accomplishments. We work hard, we play hard. Each day we strive to produce a great cup of coffee that's part of a traceable, economy-boosting supply chain that positively impacts families near and far.

Primary Job Responsibilities:

• Manage Client relationships, being fully accountable for independent decisions, without close supervision.


• Professionally handle large amounts of inbound and outbound Client communications in a timely manner.


• Engage with Clients in a friendly and professional manner while actively listening to their requests and concerns.


• Extract, analyze, review, validate, and report client account information for the purposes of extending the life of the account, increasing sales and creating new opportunities to further the client relationship.


• Proactively identify and communicate opportunities to improve the Client experience and improve Westrock Coffee earnings.


• Build sustainable relationships and engage Clients by going the extra mile.


• Receive and place product orders.


• Utilize communication procedures, guidelines and policies, while being able to determine when a variation is appropriate for the benefit of Westrock Coffee and the Client.


• Collaborate with management team to stay up to date on policies, new training, etc.


• Record Client information in Client Experience CRM database.


• Perform other duties as assigned.

Qualifications:

• Client Experience (Customer Service, Accounts Receivable, Ordering, Billing, Marketing, Account Management and/or Inside Sales) experience is required


• 1+ years Call Center Experience preferred


• Associates Degree preferred; or equivalent combination of education and experience


• Strong knowledge of Microsoft Office (Word and Excel)


• Billing or Ecommerce system experience preferred


• Experience using CRM, Accounting or other software application


• Strong verbal and written communication and interpersonal skills


• Advanced Conflict management and problem-solving skills


• Ability to establish and maintain strong business relationships


• Ability to work on and/or lead a project team


• Ability to create a positive experience in every Client interaction and to communicate the Company's story and value to external parties.


• Ability to communicate and implement new ideas to improve your work and your team

Equal Opportunity Employer / Vets / Disabled