Client Relations Specialist

General Purpose of Position:

The Client Relations Specialist serves as the liaison with the company's customers, developing relationships, providing guidance and advice, and providing a higher level of customer support on a specific product or service.

Duties and Responsibilities:

• Ensure both the company and clients adhere to contract / specs
• Day-to-day communication with customers / clients, answer questions, manage conflicts and collect feedback and escalate as appropriate
• Maintain up-to-date knowledge of company products and services
• Effectively provide client support and communication
• Facilitate inter departmental communication to provide effective client support
• Build, maintain, and strengthen relationships between the company, reps and clients by providing optimal service
• Assist sales team with identifying opportunities to up-sell / cross sell services and products
• Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus and accomplish improvements.
• Liaise between customers, contractors, sales reps and appropriate personnel
• Interacts with customers including contractors to provide support and information on an assigned product or service
• Ensures that appropriate actions are taken to resolve customers, contractor or sales representative problems and concerns
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
• Uses knowledge of a specific product, service, or other assigned area of expertise to validate customers orders and correct as necessary for proper delivery
• Be familiar with other product and services to support staff of Client Relation Specialists
• Collaborate with customer service personnel, product management department, service departments and/or sales representatives to streamline information and orders
• Performs other related duties as assigned
• Collaborate with regional sales resources to improve their customer service experience
• Escalate issues or situations as appropriate
• Understand contractor, sales representative and customer perspectives to improve their order experience
• Build relationships directly with contractors, sales representatives, customers and internal staff

Experience and Education:

• 1 to 2 years experience and/or training in this type of work
• High School Diploma or GED
• Strong verbal and excellent written communication skills; strong attention to detail
• Excellent time management skills
• Excellent customer service skills
• Ability to develop working relationships at multiple levels of the organization
• Collaborative team player with the ability to build consensus
• Proficient with Microsoft Office Suite and SAP
• Ability to handle change and ambiguity
• Effective in a fast paced environment
• Ability to be self-directed and motivated
• Ability to work at a focused and continuous pace

The salary range for applicants in this position generally ranges between $56,000 and $66,000. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.

Benefits:

Tremco offers a variety of benefits to its employees, including not limited to: health insurance, paid holidays, paid time off, 401(k) with company match, Company Pension Plan, Performance Based Commission, and continuing education.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.