Client Support Specialist at Sage Direct LLC – Grand Rapids, Michigan

Purpose of the Job:

This position will work closely with the Sage Business Development team to ensure that orders are entered correctly and in a timely fashion, as well as provide customer service to clients and vendors.

Job Functions and Performance Standards:

Accountability

• Be available to work a minimum of 8 hours on the 1st through the 5th of each month, regardless of weekends and holidays, so financial processing deadlines can be met.
• Be an ambassador for the Sage go-to-market message
• Monitor and manage workload effectively
• Interact with clients and vendors
• Work as part of a team
• Backup for Project Administrative team
• Provide exceptional customer service
• Respond promptly to customer requests and proactively manage expectations
• Play an active role in compliance-related SOC certification
• Coordinate with management to ensure adequate resources are available and updated as needed
• Serve as Subject Matter Expert (SME) with regard to order processing
• Facilitate Ops Meetings when appropriate
• Lead internal process improvement projects as assigned
• Identify root causes and handle moderately complex issues and problems, and refer more complex issues to Business Development and Project Administrator teams.
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Client Management

• Assist the Business Development team in organizing and coordinating orders
• Design mail projects for assigned clients
• Build a strong knowledge base of each client’s business, organization, and objectives.
• Develop strong relationships with current clients and proactively seeks to generate new and/or add-on business
• Recognize and escalate any issue related to customer dissatisfaction through appropriate quality channels quickly and effectively for resolution

• Provide guidance and resources for other Client Support Specialist to develop skill sets
• Assist in on-boarding and training of new Client Support Specialist team members

Physical Demands: The Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to sit
• Frequently required to use hands to finger, handle or feel
• Occasionally required to stand
• Must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision and color vision

Education:

High school diploma or equivalent

Experience:

• Minimum 2 years previous customer service experience
• Be certified or work towards USPS mail designated professional

Skills:

• Exceptional computer skills including proficiency with Windows and Microsoft Office
• Good, general mathematical skills
• Strong organizational skills and problem-solving skills
• Frequent customer service/interactions via email, video conferencing, telephone, and in-person
• Strong communicator, both verbally and written, to effectively provide information and respond to questions from groups of managers or other internal teams, vendors and clients
• Ability to make people smile and help create a positive environment
• Have a drive for change and improvement
• Desire to be part of a collaborative and close team

Other:

All employees have a responsibility to adhere to the 5THGEN Quality Policy Statement

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Noise level in the work environment is usually moderate

The above statements are intended to describe the essential functions and related requirements of persons assigned to this job. They are not intended as an exhaustive list of all job duties, responsibilities and requirements. Nothing in this job description should be construed to limit the power of the company to repeal or modify any part of this job description at any time. This document is not intended to create a contract between 5THGEN Inc., or any of its subsidiaries, and its empl