Client Service Specialist

Summary The Client Services Specialist serves as the primary, customer-facing point of contact for management of our customer portals, jumping in to handle advanced issues and make things right for our customers. You will act as the key link between our customers and our inventory, tracking down product backorders and working hand-in-hand with the purchasing team to fix stock issues. Beyond solving daily problems, you’ll dig into why portal or supply chain delays happen in the first place. This position is responsible for providing excellent customer service and support to all Optronics partners on each interaction by providing accurate information about products, services, and company policies. Essential Duties and Responsibilities include the following. Other duties may be assigned. Key Responsibilities Front-End Support: Serving as the direct, customer-facing point of contact for portal management and advanced service escalations. Inventory Liaison: Investigating product backorders and collaborating directly with the purchasing team to resolve stock discrepancies. Root-Cause Investigation: Researching why delays happen in the portal or supply chain to prevent future client friction. Standard Responsibilities Answer all inbound customer inquiries in a professional manner and effectively troubleshoot challenges to provide balanced resolutions Accept incoming tickets and document all transactions for consistent support of customers and auditing requirements Enter orders into SAP and provide respective follow-up Process credits: Review, research and confirm credit requests, then obtain the appropriate approvals before processing and releasing Process returns: Review return requests (incoming from customer, sales team, quality team). Obtain appropriate approvals based on reason for return. Enter return in SAP, provide party with the RE number and instructions for returning goods. Once goods are received and verified by operations, reconcile the materials and issue appropriate credit. Communicate to customer any discrepancies and confirm the credit is entered Initiate account maintenance requests Follow standard operating procedures (SOP’s) and determine necessary resolution for support requested Handle irate customers in a professional manner or follow proper escalation process if needed Proactively contact customers when necessary to advise regarding shipment delays and/or information necessary to process orders Provide advance shipping notices (ASN’s) when requested to avoid incurrence of fines Create custom paperwork for international shipments; manage freight claims and credit card transactions as needed Initiate transactions for correcting errors (shortages, wrong item shipped, etc.), make changes to orders, process returns/credits, or cancel orders/backorders Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Associate or Bachelor’s degree in Business Operations, Supply Chain, Information Systems, or a related field is highly preferred. 3-5 years of experience in Customer Service, Order Management, or B2B Account Administration, featuring direct experience with EDI monitoring or web portal administration. SAP, SPS Commerce, True Commerce and customer-specific portal experience required. Technical Skills · ERP & CRM Systems: Hands-on experience working inside enterprise resource planning software like SAP, Oracle, Microsoft Dynamics, or NetSuite. · Ticketing & Portal Tooling: Proficiency using service desks and portal backends such as Zendesk or Salesforce Service Cloud. · Data Management: High comfort level working with data structures, including Excel data manipulation (…

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