Managed Order Support

As a member of the highly skilled Customer Experience Specialist team, our goal is to provide world-class support to our advisors and their clients. In this role, you will leverage your in-depth supplier and industry knowledge to facilitate seamless order tracking, manage escalations, and ensure smooth post-sale installation support. Key Responsibilities: • Advisor & Client Support: Deliver exceptional customer service to advisors and clients by assisting with order tracking, escalations, and post-installation inquiries. • Issue Resolution: Quickly identify and resolve issues, ensuring that client concerns are addressed effectively and professionally. • Supplier & System Navigation: Utilize extensive knowledge of supplier and internal processes and systems to support troubleshooting and facilitate timely solutions. • Product Expertise: Develop a strong understanding of various technologies and products to guide advisors in making informed decisions, aligning expectations and providing support with implementation and activation issues. • Negotiation & Expectation Management: Negotiate with suppliers and internal teams to set clear expectations and ensure all parties are aligned on deliverables and timelines. • Conflict Management: De-escalate customer or advisor concerns, working across multiple teams to identify root causes and offer solutions. Ideal Candidate Attributes: • Communication Skills: Exceptional verbal and written communication skills are essential for clear and effective interactions. • High-Pressure Environment: Ability to thrive in a fast-paced, high-pressure environment with tight deadlines. • Problem-Solving & Conflict Resolution: Proven ability to manage conflicts professionally and resolve issues by identifying solutions and opportunities for improvement. • Adaptability & Technical Proficiency: Comfortable navigating various systems, with a solid understanding of technologies and products within the industry. • Team Collaboration: Ability to collaborate with multiple parties, both internal and external, to achieve successful outcomes. Additional Information: • The ideal candidate is someone who excels in a fast-paced environment, is solution-oriented, and enjoys working as part of a team to deliver superior customer experiences. You should possess a deep understanding of supplier and internal systems, have excellent communication skills, and be capable of managing challenging situations with professionalism and composure. Qualifications: • Bachelor's degree or equivalent experience in customer implementation or a related field. • A minimum of 3 years of experience in post-sales support or a customer service role. • Exceptional communication skills, both written and verbal; ability to convey complex information clearly. • Strong problem-solving skills with a proactive approach to resolving customer concerns. • Adept at using CRM software and other support tools efficiently. (Salesforce preferred but not required) • A friendly demeanor with a passion for helping others succeed. • The ability to work independently as well as collaboratively within a team environment. Apply Job! Apply to this Job