Client Services Specialist
WESTPAK. – San Jose, CA or San Diego, CA
WESTPAK exists to make lives better. From the products we test that are used by global consumers, to the people and communities we invest in, our purpose is to improve the lives of those around us. For over 35 years, Westpak has been a trusted testing partner for a diverse industry. Sustaining that level of consistency requires a core ingredient, our great people. From the tenured employees who value the lasting bonds and share their wealth of knowledge, to our new employees who bring in new perspectives and opportunities; we continue to evolve our employee-owned company with stewardship and integrity while continuing to make lives better.
We offer a competitive compensation package that includes ESOP shares, 401k match, Health Benefits, various Supplemental health packages, and pet insurance for your furry loved ones.
Job Summary
Reporting to Manager of Client Services, the Client Services Specialist is accountable for maintaining day to day client relations and ensuring world class proposal fulfillment. The team member serves as a resource to existing customers, prospects, and all employees. She/he shall be aligned with and support the overall goals and objectives of the entire company and actively provide input and support throughout the company.
Essential Duties and Responsibilities(Other duties may be assigned as needed)
- Provide a high level of interactive and responsive customer service throughout the quote and during the testing stage. Utilizing phone, in person and via email to provide pricing and testing information
- Support the full cycle end to end process of quote writing
- Understanding the client scope, needs and requirements
- Provide technical guidance and troubleshoot to guide clients to relevant testing support.
- Take and process client orders, provide schedule information, and follow up as required.
- Prepare accurate and complete quotes & revisions within required time metric.
- Provide a high level of interactive and responsive customer service throughout the quote and during the testing stage.
- Complete required quote “follow-up” calls on a daily, weekly and monthly basis to stimulate repeat business and loyalty
- Provide technical inquiries into client testing opportunities supporting both external and internal inquiries.
- Accurately complete Salesforce entry
- Ensure customer entries into CRM is complete within required time frame
- Capture all client communication accurately into CRM.
- Provide accurate and up to date documentation with client contacts to reflect current state of process.
- Adhere to standard procedures or process regarding quote writing
- The above statements are intended to describe the general nature and level of the work being performed by the employee assigned to this position. There are no exhaustive lists of all duties and responsibilities. knowledge, skills, abilities, physical job demands and working conditions associated with this position.
Qualification Requirements
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.
Requirements for Eligibility
- B.S. Degree in a related field or equivalent industry experience.
- 3-5 years of technical experience in packaging, testing, or relating industry.
- 1-3 years of strong customer service and sales experience.
- Ability to read and interpret documents such as protocols, industry specifications and procedures.
- Excellent verbal & written English language skills are required.
- Possess a strong work ethic and a high level of professionalism.
- Proficient in Microsoft Office suite and general computer literacy.
- Math skills: Ability to calculate as to help understand integrals and more complex testing (Fast Fourier Transfer, Shock Response Spectrum, etc.) as well as advanced algebra, statistics and geometry.
- Previous experience with CRM software preferred.
- Intermediate Math, analysis, and computation skills
Personal/Professional Attributes:
- Fast learner and ability to communicate clearly.
- Demonstrates strong accountability.
- High focus on customer service, and willing to go above and beyond to get the job done.
- Organized and impeccable follow-through skills.
- Work collaboratively with colleagues.
- Critical analysis mindset, constantly thinking outside the box.
- Ability to find innovative solutions to complex problems.
- It is the responsibility of every Westpak employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
