Client Development Specialist

Organizational Relationships and Authority

The Client Development Specialist reports directly to the Inside Sales Manager and collaborates with cross-functional GSM team members to achieve sales goals and improve the customer experience. There are no direct reports to this position.

The primary responsibility of the Client Development Specialist is to support sales efforts by:

• Entering customer orders and releases that reflect the correct price and the correct due date.
• Uploading forecasts, creating reports, and analyzing data to ensure GSM understands its Sales Pipeline.
• Processing requests for quotes (RFQs) for the estimating process and completing estimates, at a beginner level, through the use of automated tools and defined processes, including the re-pricing of customer POs that come in after quote expiration.
• Monitoring customer portals for opportunities to process RFQs, engineering changes, schedule changes, customer surveys, and required compliance information (i.e. ROHs, REACH, certificates of origin), and all other customer-related requirements.
• Delivering efficient customer service by responding daily to customer inquiries and needs including, but not limited to: order changes, order or RFQ status, quality issues, developing reports, attending virtual and live meetings, participating in technical and account reviews, managing cases, and calculating the impact of change requests.
• Contributing to the creation of defined processes and participating in continuous improvement initiatives and projects.
• Demonstrating curiosity by following up with customers on quote submissions in order to uncover needs and opportunities; then collecting, analyzing, and prioritizing next steps.
• Involving the right resource at the right time to address customer needs.
• Coordinating and hosting customer on-site visits and tours.
• Developing and maintaining situational contract templates used in the customer onboarding process.
• Onboarding new customers using a defined process.
• Optimizing the CRM tool to manage customer data and to ensure timely response and resolution to assigned cases.

The Client Development Specialist exemplifies the GSM’s Core Values of Service, Teamwork, Accountability, Integrity, and Hunger to Grow and its vision “to become the most trusted supplier of fabricated metal parts and assemblies in North America”. Therefore, this position requires this employee to represent the company and conduct business in a professional manner at all times.

All GSM personnel are expected to update job knowledge on an ongoing basis by identifying and participating in functionally related educational opportunities, reading professional publications, reporting key learnings to the GSM Team, maintaining networks to the benefit of the company, and participating in professional organizations where indicated or requested.

To perform this job successfully, an individual must possess a strong ability to be attentive to detail, results driven, and the ability to keep accurate records. They must possess excellent interpersonal skills as well as the ability to produce written documents that are free of spelling, punctuation, and grammatical errors.

The Client Development Specialist must maintain an optimistic or neutral attitude in helping the customer reach important goals without sacrificing GSM’s profitability. In addition, they must maintain the strictest confidence regarding all issues and information regarding the company’s owner, its operations and employees, financial matters, and personal matters of which the employee may become aware in the course of their work.

Due to the intense communication component of this position, the individual will also need/develop proficiency and competency with the following programs and office equipment:

• Microsoft Office Suite
• Laptop, tablet, and/or desktop computer
• ERP, CRM and Estimating Software

Minimum of 2 years in a customer service role (Preferred)

Minimum of 2 years in a customer service role (Preferred)