Archived listing. The details below describe a past opening.
This position is responsible for strategizing and implementing best methods for retention of the company’s existing client base. Working closely with the Director of Customer Experience & Process Management, this position monitors analytics and builds information history for reportable, meaningful insights into client trends. The Client Relationship Specialist is responsible for building metrics, analyzing them, and developing and implementing changes for continual improvement of client experience and retention.
- Position Expectations
- Develops and maintains relationships with established clients
- Acts as a company expert on client analytics
- Innovates client retention practices, developing new ideas and methods to improve retention and reestablish inactive relationships
- Develops metrics by which to analyze new client development, existing client retention, and frequency of client loss
- Monitors client loss and generates a monthly customer inactivity report to establish clients at risk of loss and frequency of loss
- Monitors rate at which bids are rejected or accepted, and the proportion of these by existing or new clients
- Strategizes with the Director of Customer Experience & Process Management to build and implement practices for long-term client retention
- Works in partnership with the Client Services Manager and Warranty Manager to collaborate on escalated client concerns
- Coordinates with the Business Development Associate to monitor the establishment of new client relationships
- Communicates with Sales to observe and improve the client handoff process from relationship to project to completion
- Upon project completion, acts as the company representative who, in conjunction with Sales, maintains client relationships
- Portrays a positive company image and engages in professional and friendly communications with clients
- Acts as an example of exceptional customer service, working collaboratively, positively, and professionally with all external clients and internal employees
- Develops expertise in commercial furniture lines to be able to speak intelligently with clients regarding the company’s offerings
- Maintains customer confidence and protects operations by keeping information confidential
- Maintains a safe and clean working environment by complying with policies, procedures, and regulations
- Other duties as assigned
- Supervisory Responsibilities
This position has no supervisory responsibilities.
Qualifications
Education, Certifications and /or Licenses:
- Bachelor’s degree in a relevant field such as business, marketing, or communications preferred
Experience:
- 3+ years’ experience in a customer-facing role
- 1+ year’s experience in customer relationship management preferred
- Experience in commercial furnishings industry a plus
Knowledge/Skills:
- Proficient PC skills using MS Office and other computer programs
- Familiarity with CORE software preferred
- Excellent presentation, listening, verbal, and written communication skills
- Ability to manage and organize time to meet objectives and deadlines
- Ability to work fully on-site, in-office during work hours
- Ability to work independently and/or collaboratively within a team – willing to roll up your sleeves and help the team get work done
- Lives and leads by company values and serves as an example of the best we want to see in our team.
- Ability to interact professionally with customers, vendor partners, and fellow employees
- Highly motivated to learn and grow - self-directed and proactive
- Reliable and responsive
- Demonstrates honesty, integrity, and conscientiousness – cares about doing the right thing, not the easy thing
- Possesses a positive attitude and sense of humor
- Possesses an innovative mindset – demonstrates flexibility and problem-solving skills when met with challenges
- Work Environment & Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
This position primarily works in an indoor office environment. The noise level in the work environment is usually low to moderate. This position may include occasional travel to area client sites.
While performing the duties of this job, the associate may be required to do the following:
- Perform activities such as balance, bend/stoop, crouch, kneel, push/pull, reach, squat
- Moving self in different positions to accomplish tasks in various environments
- Remaining in a stationary position, often standing or sitting for prolonged periods
- Moving about to accomplish tasks or moving from one worksite to another
- Adjusting or moving objects up to 25 pounds in all directions
- Communicating with others to exchange information
- Repeating motions that may include the wrists, hands and/or fingers
- Assessing the accuracy, neatness, and thoroughness of work
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Compensation
- Starting wage range: $65,000 - $72,000 per year, paid on a biweekly basis
- Medical, dental, and vision insurance available for single or family coverage for full-time employees
- Employer-paid disability, AD&D, and life insurances coverage
- Additional insurance and savings account opportunities
- 401(k) plans with company match for qualifying employees
- Paid time off and holidays
- About the Company
Douron, Inc., a division of TSRC, Inc., is a leading Mid-Atlantic furniture dealership that works diligently to guide our commercial, educational, healthcare, and government clients through the vast world of workplace furnishings. We pride ourselves on being genuine and dependable partners in business. Since Douron’s beginning in 1969, our primary goal has been to provide clients with the highest quality furniture experience. We work with the best manufacturers and guarantee the products and services we provide.
TSRC, Inc. (The Supply Room Companies, Inc.) is a business-to-business distributor of office supplies, furniture, coffee and breakroom products, janitorial and cleaning supplies, promotional products, and technology solutions to customers seeking customized workplace solutions and personalized service. We are the largest independent office supply dealer in the Mid-Atlantic region, and have locations in Colorado, Delaware, Maryland, Virginia, and Wyoming. A family-owned and -operated company since 1951, TSRC, Inc. is dedicated to supporting our team members and the communities in which we serve.
TSRC, Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status.
If you are a qualified individual with a disability or are a disabled veteran, you have the right to request an accommodation if you are unable, or limited in your ability, to use or access our online application system. To request accommodation, please contact Human Resources at (804) 412-1200.
TSRC, Inc. maintains a drug-free workplace.