Client Support Representative

Job Purpose:

Coordinates client support activities within the company to support all internal departments and communicate information to our clients. Provides administrative support to the Client Support Department.

Essential Functions

  1. Reviews and responds to client inquiries, questions, and requests; acts as a liaison between Sales Representative and all departments within the organization. 
  2. Accepts POs, advises clients of pricing and delivery schedules, enters into system, and updates ECO changes.
  3. Follows up on late order status and recovery schedule as required. 
  4. Reviews and researches problems and coordinates resolution with appropriate departments.
  5. Adheres to CWM’s Cultural Pillars (Maintain a positive attitude; Show respect for others; Meet commitments; Maintain transparency; Do not cater to rank).

Additional Responsibilities

  1. Maintains records of incoming and outgoing phone calls.
  2. Records and updates P.O. Status Meeting notes weekly.
  3. Prints and verifies production orders.
  4. Prints confirmation and acknowledgment letters and forwards to customers. 
  5. Updates system for annual metal increases.
  6. Works on special client support projects as necessary.
  7. Purges old orders from system once a week.
  8. Issues die return scrap letters and follows up through closure.
  9. Keeps work area clean and free from safety hazards.
  10. Performs other duties as assigned.

Education, Experience, and Competencies

  1. Ability to read, write, speak, and understand English well.
  2. Strong negotiating, analytical, interpersonal, verbal, and written skills.
  3. Advanced skill in Microsoft Excel and Word.
  4. High school education and some college coursework preferred.
  5. Minimum 2-3 years of related experience.
  6. Knowledge of office equipment such as computer terminal, calculator, copier, and fax machine.
  7. Ability to organize, prioritize work and meet deadlines. 
  8. Understands safety policies, quality policy, and environmental policies.