POSITION SUMMARY

The Client Success Support Rep (CSS) is responsible for performing support functions within the Client Success Department as well as occasional communication with clients directly. This position is expected to work closely with the Client Success Representative on guidelines and procedures for duties performed within the CSS group.

Duties / Responsibilities

• Review and clear Held Order Transactions requiring analyzing data.
• Customer chargebacks.
• Processing return merchandise to vendors.
• Setup/maintain software tables and codes specific to the client’s business parameters as needed.
• Load items into the item master.
• Setup and maintain kit offerings.
• Generate reports including special reports for clients and leadership as required.
• Process client tickets submitted through the client support ticketing system.
• Assist clients with systemic questions and processes.
• Coordinate and process orders requiring special handling.
• Coordinate with Client Success department and internal staff to ensure customer satisfaction.
• Assist in onboarding new clients as needed.
• Assist and fill in as needed for others in the Client Success department.
• Other duties as assigned.

REQUIRED SKILLS / ABILITIES

• High level of initiative and works well in a team environment.
• Excellent communication skills, both written and verbal.
• Handles stressful situations and deadline pressures well.
• Is consistently at work and on time. Arrives at meetings and appointments on time.
• Follows instructions and responds positively to management direction.
• Excel, Word, & Access knowledge required.

EDUCATION AND EXPERIENCE

• 2-3 years administrative or customer service experience or comparable business education.
• Fluent mathematical abilities

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.

• Review and clear Held Order Transactions requiring analyzing data.
• Customer chargebacks.
• Processing return merchandise to vendors.
• Setup/maintain software tables and codes specific to the client’s business parameters as needed.
• Load items into the item master.
• Setup and maintain kit offerings.
• Generate reports including special reports for clients and leadership as required.
• Process client tickets submitted through the client support ticketing system.
• Assist clients with systemic questions and processes.
• Coordinate and process orders requiring special handling.
• Coordinate with Client Success department and internal staff to ensure customer satisfaction.
• Assist in onboarding new clients as needed.
• Assist and fill in as needed for others in the Client Success department.
• Other duties as assigned