Specialist, Client Services

The Client Services Specialist is responsible for managing the sales and customer service to all contracted clients. These activities include all facets of servicing the client, including audit scheduling, contract, and program adjustments, cross-selling opportunities, and general relationship management responsibilities.

• Manage meeting scheduling KPIs for the group.
• Training/reinforcing processes and procedures.
• Addressing customer complaints with individual Client Service when needed.
• Client services responsibilities for a dedicated group of clients to include key accounts, including: scheduling audits, optimizing clients’ and auditors’ audit schedules, maximizing audit days for a given level of customer demand, answering clients’ questions about the certification process, understanding clients’ certification needs, identify and offer the best type of service to meet clients’ needs and accreditation requirements, update the scope of work as necessary and send to customer as a proposal.
• Receive, review, and execute all client requests related to their relationship with ABS Quality Evaluations Inc.
• Actively work with the operations department to develop and implement activities to enhance the client/company relationship.
• Review each relationship for efficiencies, profitability, and cross-selling opportunities. Use interface with clients to maximize cross-selling opportunities.
• Refer new business opportunities to the sales department for quotation and follow-up.
• Interface with operations services to ensure efficient audit delivery and accounts receivable maintenance.
• Promote teamwork within the group and cross-train fellow team members.
• Other responsibilities as assigned and as the position expands.

• High School Diploma or equivalent work experience preferred.
• 5 years of experience or a combination of education and experience in a business/technical discipline or equivalent business/quality-related experience.
• Knowledge of ISO 9000, QS-9000, and ISO 14000 Standards and certification requirements or ability to develop such knowledge with training are preferred.

• Proven planning skills and ability to learn to schedule auditors.
• Excellent verbal and written communications skills; excellent telephone communications skills.
• Ability to work independently and comfortably perform multiple functions/tasks in a very high paced intense environment.
• Good business background, strong interpersonal skills, service-oriented, and customer sensitive, with concern for accuracy, effectiveness, flexibility, and innovation.
• Extensive computer skills including Excel, Work, Access, and ability to learn new operational systems. This position uses a proprietary database application almost continuously.
• Must have a positive attitude and be success oriented.
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Reports to the Operations Manager.