Client Support Coordinator

Position Summary

Serve as the primary contact for clients and customers, handling order placement, inquiries, and issue resolution through various communication channels.

Essential Functions

• Enters and manages orders from all sources, e.g., email, phone, fax, online, etc., and handles any order exceptions, updates, or corrections.
• Manages open orders, including working with the appropriate team members on backorders
• Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
• Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.
• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.
• Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.
• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
• Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.
• Update client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.
• General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
• Support and maintain all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.

• Ensure customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality.
  • Proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.
• Act as backup to other team members
• All other duties as assigned.

Communication

• Works to ensure overall client satisfaction through internal and external communication channels.
• Support client development and other key personnel to provide work insights for client business reviews or internal corporate review, as appropriate.
• Communicate with supervisor/manager when new business opportunities are identified.
• Provides world-class customer service and after-order care for clients.
• Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

Position Requirements

• Associates' or Bachelor's degree preferred.
• Minimum 1-year experience in customer service, supply chain, or order management role.
• Ability to handle tasks requiring attention to detail.
• Experience with using an order management system and the ability to learn new systems.
• Ability to work in a fast-paced, high-output environment.
• Ability to multitask and prioritize job tasks.
• Ability to work independently and in a team environment.
• Strong written and verbal communication skills.
• Accurate data entry and spelling skills.
• Strong general computer skills, including MS Office Suite.
• Professional appearance and demeanor.

This is a hybrid role, with a need to be in the office monthly.

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.