Client Experience Specialist

As a Client Experience Specialist, you'll play a critical role in delivering an exceptional customer experience by ensuring orders are processed accurately, efficiently, and on time. You'll be the operational backbone for our high-volume velocity accounts, partnering with Sales, Customer Service, and Operations to provide seamless order management, proactive communication, and outstanding client support.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering a high level of service while maintaining exceptional attention to detail.

What You'll Do:

Deliver an Outstanding Client Experience:

• Serve as a trusted point of contact for client requests, ensuring timely responses that meet or exceed established service level agreements (SLAs).
• Provide proactive updates on order status, estimated delivery dates, backorders, and shipment timelines.
• Respond promptly to inquiries regarding tracking information, serial numbers, packing slips, pricing, and other order-related requests.
• Build confidence with clients through clear, professional communication and reliable follow-through.

Manage Orders with Accuracy and Efficiency:

• Process high-volume order entry with a strong focus on accuracy and attention to detail.
• Prepare and deliver quotes for established velocity products within four hours, following Sales team guidance.
• Support quoting activities for customers with established pricing agreements.
• Monitor daily Open Order Reports and research order status to provide accurate ETA updates.
• Maintain accurate order information within company systems to ensure visibility across internal teams.
• Understand distribution partner and carrier shipment cut-off times to maximize on-time fulfillment.

Partner Across Teams:

• Collaborate with Sales, Customer Service, and Operations to resolve order issues and support complex client requests.
• Escalate pricing changes, end-of-life (EOL) notifications, and other issues requiring additional review.
• Recommend alternate products or suppliers when appropriate in collaboration with the Sales team.
• Assist management with custom reporting and requests outside standard reporting capabilities.

Support Returns and Reporting:

• Initiate Returned Merchandise Authorization (RMA) requests and educate customers on the return process.
• Coordinate RMA activities with Customer Service.
• Generate recurring and custom reports that provide meaningful insights for clients and internal stakeholders.
• Perform additional projects and responsibilities as assigned.

Our Commitment:

We're looking for people who are collaborative, customer-focused, and motivated to make a difference. If you enjoy creating positive customer experiences, solving problems, and working with a supportive team, we'd love to hear from you.

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change based on business needs.

Required Qualifications:

• High school diploma or equivalent.
• Minimum of four years of related customer service, client support, order management, or inside sales experience.
• Experience working within CRM and/or ERP systems.
• Intermediate Microsoft Excel skills and advanced Microsoft Outlook proficiency.
• Strong data entry skills with exceptional accuracy.
• Excellent written and verbal communication skills.
• Outstanding organizational and time-management abilities.
• Ability to prioritize multiple requests while maintaining a high level of customer service.
• Strong problem-solving skills and the ability to learn new systems quickly.

Preferred Qualifications:

• Experience supporting high-volume order processing in a distribution, technology, manufacturing, or B2B environment.
• Familiarity with customer purchasing processes and business-to-business sales cycles.
• Experience creating and maintaining customer reports using Excel or reporting tools.

What Success Looks Like:

In this role, success means:

• Delivering accurate quotes and order processing within established timelines.
• Providing proactive communication that keeps clients informed.
• Building trusted relationships with internal and external partners.
• Identifying issues early and helping resolve them before they impact the customer.
• Consistently delivering an exceptional client experience through accuracy, responsiveness, and accountability.

Work Environment:

This position is based in a professional office environment with extensive computer use throughout the day. The role requires prolonged sitting, regular keyboard use, and occasional standing, walking, bending, or lifting up to five pounds.

Travel:

Occasional travel may be required (fewer than six trips annually), primarily for meetings or training.

About Connection:

Connection is a Fortune 1000 Global Solutions Provider that connects people with technology to enhance growth, elevate productivity, and empower innovation. Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH. Our company has over 2,500 technical certifications that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.The Connection brand includes Connection® Business Solutions, Connection® Enterprise Solutions, and Connection® Public Sector Solutions. Through these three companies we provide customer-centric IT solutions and services to small- to medium-sized businesses, enterprise, and public sector markets, respectively.Twice recognized by Forbes as one of “America’s Most Trustworthy Companies,” Connection has made it our mission to provide customers with expert guidance, state-of-the-art tools, and exceptional knowledge to solve their technology challenges. Throughout our community, we strive to inspire success and increase the value of IT investments.