Client Experience Specialist

Client Services Specialist serves as a key point of contact for clients, ensuring exceptional service through accurate quoting, order processing, and issue resolution. This role works within the client services team, supports cross-functional collaboration, and drives operational accuracy to enhance client satisfaction and business performance. The Client Services Specialist is a contributor role responsible for team collaboration, maintaining service standards, and aligning daily operations with Brin’s values and strategic goals.

Key Responsibilities

Client Interaction & Support

• Respond to client inquiries via phone, email, and in person in a timely manner.

• Provide accurate quotes and enter orders using ERP system.

• Ensure timely and effective resolution of client needs, including complex service requests and complaints. Process product returns (RGA) and ensure timely response to clients.

• Follow up with clients that have experienced errors or damage to ensure that the expectations and quality have been met or exceeded.

• Communication, professionalism, and client engagement are largely weighted when holding a Client Services Specialist position.

• Perform additional duties as assigned.

Order & Quote Management

• Enter and manage quotes, orders, and acknowledgments in ERP system supporting inventory and replenishment through accurate work order entry.

• Verify accuracy of costs, sale price, production, delivery dates and product details are entered correctly on order transactions.

• Generate work orders and quotes to support profitability and client satisfaction.

• Process invoices and prepare credits.

• Support cost reductions through order entry accuracy supporting profit margins.

• Maintain CRM records in alignment with company standards and goals.

Scheduling & Coordination 

• Collaborate with scheduling to ensure client satisfaction with returned items and new lead times for reissued products.

• Communicating clients’ needs clearly to internal teams.  Ensure specialty items are reviewed and lead time & pricing discussed with client before placing order.

• Participate in Client Services team meetings and one-on-one sessions, completing assigned action items.

Contributor Accountabilities

Contributor roles impact the company’s success by executing the day-to-day work needed to ensure we deliver quality products and services and maintain client satisfaction.

• Completes role-specific tasks on time, with quality.

• Follows company policy and process and holds peers accountable.

• Collaborate with team members to ensure work is completed and delivered to meet client satisfaction.

• Shares growth ideas, efficiencies and new systems for improvement.

• Communicates progress, needs and updates to lead or manager.

Safety Responsibilities

• Champion a culture of safety across all operations.

• Ensure compliance with all safety regulations, policies, and procedures.

• Lead by example in promoting safe work practices and hazard awareness.

• Support safety training, audits, and continuous improvement efforts while working with safety manager.

• Empower employees to speak up about safety concerns and take corrective action.

• Collaborate with safety teams to monitor and improve safety performance.

• Integrate safety into planning and project execution.

• Monitor performance against goals and budgets.

Qualifications

• High school diploma with 3+ years of customer service and order entry experience (college degree preferred).

• Strong verbal and written communication skills.

• Proficient in Microsoft Word, Excel, and Outlook.

• Strong math and geometry skills.

• Excellent attention to detail and organizational skills.

• Collaborative team player with active listening skills.

• Experience in customer-focused solutions and service delivery.