Client Services Specialist at Keltec – Hudson, Ohio

Position Summary:

The Client Services Specialist serves as a primary point of contact for key customer accounts, ensuring a high level of service, responsiveness, and technical support. This role is responsible for managing day-to-day customer interactions, supporting the sales team, and coordinating internally to deliver accurate quotes, timely order updates, and effective solutions. The ideal candidate combines strong communication skills with technical aptitude and a proactive, customer-first mindset.

Key Responsibilities:

• Act as the main liaison for assigned customer accounts, building strong relationships and ensuring a best-in-class customer experience.
• Support the sales team with quoting, order processing, pricing, and product inquiries.
• Coordinate with engineering and operations on custom projects, product specifications, and technical questions.
• Provide timely updates on order status, lead times, and delivery schedules.
• Assist in resolving customer issues, including order discrepancies, technical challenges, and service concerns.
• Collaborate with internal teams to ensure accurate item set up, costing, and pricing in ERP systems.
• Maintain accurate customer records, quotes, and order details within company systems.
• Identify opportunities to improve processes, communication, and overall customer satisfaction.
• Support new product introductions and project coordination between departments.

Qualifications:

• Bachelor's degree in Business, Engineering, or related field preferred (or equivalent experience).
• 2-5 years of experience in customer service, inside sales, or account support.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent communication skills, both written and verbal.
• Technical aptitude with the ability to understand product specifications and applications.
• Experience with ERP systems (e.g., NetSuite, AccountMate, Global Shop) preferred.
• Proficient in Microsoft Office (Excel, Outlook, Teams).

Key Competencies:

• Customer-focused with a strong sense of urgency and ownership.
• Detail-oriented and highly organized.
• Problem-solving mindset with the ability to navigate cross-functional teams.
• Team-oriented with strong collaboration skills.
• Adaptable in a fast paced, dynamic environment.

What Success Looks Like:

• Timely and accurate quote and order processing.
• High customer satisfaction and responsiveness.
• Strong internal coordination with customers and internal stakeholders.
• Continuous improvement in service delivery and processes.