Client Services Representative

Department: Client Services/Customer Success

Employment Type: Full Time

Location: Milan 4905

Reporting To: Kim Gillespie

Compensation: $18.00 - $22.00 / hour

Group O is seeking a Client Services Representative responsible for excellent client services initiatives and service. As a Client Services Representative, you will be the primary point of contact for our valued clients, providing exceptional customer service and support. Your role will involve managing the order fulfillment process while addressing client inquiries, resolving issues, and ensuring client satisfaction. You will work closely with various departments within the company to coordinate solutions and deliver personalized assistance to meet the unique needs of each client.

The ideal candidate for this role would possess a combination of people skills, problem‑solving abilities, and a customer/client‑focused mindset, enabling them to effectively support and advocate for clients while contributing to the success of the organization.

• Maintain up to date client information in the Enterprise Resource Planning (ERP) System including setting up orders and managing order completion.
• Function as the main point of contact for client inquiries via phone, email, or chat, providing timely and accurate responses.
• Build and maintain strong relationships with clients, understanding their needs and preferences to deliver personalized service.
• Resolve client issues and complaints efficiently and effectively, escalating complex issues to the appropriate department when necessary.
• Coordinate with internal teams, including sales, technical support, and account management, to address client needs and ensure timely resolution of issues.
• Gather, review, and file proof of deliveries, packing slips or other shipping files. Perform expediting tasks, including monitoring orders that have missed deadlines and the status of expedited orders, coordinating sales for parts and service, and managing service schedules.
• Maintain accurate records of client interactions and transactions using our ERP system.
• Educate clients about our products and services, guiding them through processes and offering solutions to maximize their experience.
• Proactively identify opportunities to upsell or cross‑sell products and services to existing clients.
• Stay informed about industry trends, company products, and service offerings to provide informed assistance to clients.
• Collaborate with the client services team to continuously improve processes and enhance the overall client experience.
• Adhere to company policies and procedures, ensuring compliance with regulatory requirements and data protection standards.

• High school diploma or equivalent
• Two plus years' experience in customer service or client‑facing roles.
• Excellent communication skills, both verbal and written.
• Strong problem‑solving abilities and diligence.
• Ability to multitask and prioritize tasks in a challenging environment.
• Proficiency in Microsoft Office and ability to learn ERP software.
• Ability to work independently as well as part of a team.
• Flexibility to adapt to changing priorities and work schedules.
• Cheerful outlook and a passion for delivering exceptional customer service.

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities