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Aptive partners with federal agencies to achieve their missions through improved performance, streamlined operations and enhanced service delivery. Based in Alexandria, Virginia, we support more than a dozen agencies including Veterans Affairs, Transportation, Defense, Homeland Security and the National Science Foundation. We specialize in applying technology, creativity and human-centered services to optimize mission delivery and improve experiences for millions of people who count on government services every day. Founded: 2012 Employees: 300+ nationwide EEO Statement Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class. Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.
Client Experience Associate
Location
United States
Posted
60 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Client Experience Associate
Aptive
Role Description Working under direct supervision of the Client Experience Manager, the Client Experience Associate handles basic, entry level administrative tasks associated with simple product client orders and client quotes. The Associate role includes: - Entering basic data for simple quotes, repetitive orders, client standards, and returns. - Assisting the Client Experience Specialist in monitoring the daily Open Order Report. - Responding timely to client requests regarding order tracking and simple pricing requests from clients with already established system pricing. - Assuring departmental processes are performed in compliance with applicable Sarbanes-Oxley controls where applicable. Key responsibilities include: - Responding timely to client requests and prompt placement of basic simple orders within company procedural guidelines to meet the client’s SLA. - Understanding shipment cutoff times for all major distribution partners and carriers. - Proactively communicating to clients on order placements including order ETA and back order information at time of order placement. - Escalating cost changes/EOL to Sales Operations Advisor or account manager. - Providing timely basic quotes for simple velocity products, within 4 hours, based on direction from the account manager or Client Operations Specialist. - Assisting with quotes for accounts with established pricing. - Providing administrative support for open order tracking, scheduled and custom reporting, and inquiries on sales orders. - Researching open orders and providing ETA information to clients in a report format. - Entering and updating order information in the system for all team members to access. - Using established tools to provide the customer with any one-off or scheduled report. - Escalating any complex requests on open orders or reports to another team member. - Working with management on any request that falls outside the scope of any existing report. - Responding to client email requests for tracking, serial numbers, packing slips, and other inquiries. - Initiating the returned merchandise process and educating the client on the RMA creation. - Entering RMA in the system and escalating all RMA requests to Customer Service. - Performing all other duties or special projects as assigned. Qualifications - Less than 1 year of work experience to qualify for the role. - 4 years of total work experience to be fully proficient. Requirements - Basic Microsoft Office skills to include Outlook, Word, and Excel for creating and using spreadsheets. - Basic understanding of the anatomy of a desktop/laptop with the ability to understand customer needs. - Ability to complete on-the-job training in client operations and inside sales support within the first two months of hire. - Articulate with the ability to express oneself clearly and professionally in written and oral communication. - Good listening skills with the ability to receive information completely and understand what is being said. - Quick study with the ability to master a situation or learn new things with minimum direction or training. - Organized state of mind with the ability to respond timely to requests and track orders. Benefits - Progressive and competitive compensation. - 401k plans. - Medical insurance. - Free therapy visits, mental health coaching and tools, and meditation resources. - Generous paid time off package including vacation, sick time, Wellness, and Volunteer Time Off days.
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