Note: The job is a remote job and is open to candidates in USA. Connection is a company that guides the connection between people and technology, helping customers manage their IT needs. They are seeking a Client Experience Associate to respond to client requests, assist with order placements, and provide administrative support for open orders and quotes.
Responsibilities
- Responds timely to client requests and prompt placement of basic simple orders within company procedural guidelines to meet the client’s SLA
- Understands shipment cutoff times for all major distribution partners and carriers.Proactively communicates to clients on order placements including order ETA and back order information at time of order placement.Escalates cost changes/EOL to Sales Operations Advisor or account manager
- Provides timely basic quotes for simple velocity products, within 4 hours, for customers based on direction from the account manager or Client Operations Specialist
- Assists with quotes for accounts with established pricing
- Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders
- Researches open orders and provide ETA information to clients in a report format.Enters and updates order information in the system for all team members to access.Uses established tools to provide the customer with any one off or scheduled reportEscalates any complex requests on open orders or reports to another team memberWorks with management on any request that falls outside the scope of any existing reportResponds to client email requests for tracking, serial numbers, packing slips and other
- Initiates returned merchandise process
- Educates the client on the RMA creation and enters RMA in the system.Escalates all RMA requests to Customer Service
- Remote position which requires a Monday - Friday daytime schedule as assigned
- Performs all other duties or special projects as assigned
Skills
- Applicants must be authorized to work for any employer in the U.S
- Responds timely to client requests and prompt placement of basic simple orders within company procedural guidelines to meet the client's SLA
- Understands shipment cutoff times for all major distribution partners and carriers
- Proactively communicates to clients on order placements including order ETA and back order information at time of order placement
- Escalates cost changes/EOL to Sales Operations Advisor or account manager
- Provides timely basic quotes for simple velocity products, within 4 hours, for customers based on direction from the account manager or Client Operations Specialist
- Assists with quotes for accounts with established pricing
- Provides administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders
- Researches open orders and provide ETA information to clients in a report format
- Enters and updates order information in the system for all team members to access
- Uses established tools to provide the customer with any one off or scheduled report
- Escalates any complex requests on open orders or reports to another team member
- Works with management on any request that falls outside the scope of any existing report
- Responds to client email requests for tracking, serial numbers, packing slips and other
- Initiates returned merchandise process
- Educates the client on the RMA creation and enters RMA in the system
- Escalates all RMA requests to Customer Service
- Remote position which requires a Monday - Friday daytime schedule as assigned
- Performs all other duties or special projects as assigned
Benefits
- Compensation
- 401k plans
- Medical insurance
- Free therapy visits
- Mental health coaching and tools
- Meditation resources
- Generous paid time off package
- Wellness and Volunteer Time Off days
Company Overview
As a Global IT Solutions Provider, we connect people with technology that enhances growth, elevates productivity, and empowers innovation. It was founded in 1982, and is headquartered in Merrimack, New Hampshire, USA, with a workforce of 1001-5000 employees. Its website is http://www.pcconnection.com.