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Client Service Specialist

Franklin, MA 02038

Posted: 06/11/2024 Employment Type: Contract To Hire Job Category: Customer Service Job Number: 618718 Is job remote?: No Country: United States

Job Description

The Client Service Specialist is responsible for performing day to day activities in the customer service department; answer/distribute incoming calls, process customer orders, provide information in response to customer inquiries, resolve customer complaints, support sales team while providing unparalleled customer service. Works under general supervision in a team-based environment. Relies on limited experience and judgment to plan and accomplish day to day activities. 


  • Provide exceptional customer service to all clients: scheduling, follow up, delivery confirmation, release programs.

  • Accurately process customer quotes, orders, acknowledgements, return authorizations, set up new client accounts.

  • Coordinate order management with the Customer, Planning, Shipping, and transportation when applicable.

  • Answer customer FAQ’s and other product, service, pricing, and delivery information questions in a timely and professional manner.

  • Maintain client notes and records with the highest degree of accuracy in ERP systems.

  • Field and distribute incoming phone calls and email inquiries. Qualify leads and inquiries – distribute to sales as required. 

  • Research and resolve customer concerns and complaints, escalate as needed

  • Be a liaison between the customer and our company departments - planning, manufacturing, shipping, transportation, etc.

  • Develop a detailed knowledge of our programs, products, and services.

  • Maintain and promote both an environment of continuous improvement and lean manufacturing practices.

  • Educate customers about additional products and services which are available.

  • Support sales team as required.

  • Participate in team, customer complaint and other meetings, projects and events as required.

  • Follow company policies, procedures and designated SOPs and Work Instructions.

  • Comply with all safety guidelines and standards as dictated by 5S practices.
Qualifications & Requirements: 

  • 2+ years experience in customer service

  • Strong written and verbal communication skills 

  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner

  • Demonstrated ability to organize and work accurately, follow instructions/schedules/timelines and handle multiple priorities

  • Must be flexible and able to adapt to changes in priorities with minimal supervision 

  • Excellent organizational skills, strong attention to detail, and outstanding follow up 

  • Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)

  • Experience with ERP & CRM systems
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About Franklin, MA

Discover exciting job opportunities around Franklin, Massachusetts and take the next step in your career today! Nestled in Norfolk County, this charming town offers a perfect blend of New England charm and modern amenities. Known for its picturesque setting, historic sites like the Franklin Public Library, and proximity to cultural attractions such as the Franklin Historical Museum and Dean College, this area provides a rich tapestry for both work and play. Enjoy the local cuisine at eateries like the Franklin Downtown Café or catch a show at the Black Box Theater. With easy access to Patriots Place for sports fans and the serene Franklin State Forest for outdoor enthusiasts, Franklin, Massachusetts is the ideal place to grow both personally and professionally. Explore our job listings today and uncover the career of your dreams in this vibrant community.