Grand Rapids, Michigan
Client Services Manager - RecogNation Job Opening in Grand Rapids, Michigan - We want you! Your positive attitude. Your commitment to delivering the best. And, if you happen to be good at ping , all the better!
Baudville Brands is the parent of business to business product innovation and marketing brands: IDville, Baudville, RecogNation & the latest addition to the Baudville family of brands, Pure Promo. With over $50MM in total revenues and 120 employees we seek to ?make workplaces better? though our unique blend of innovative products, go-the-extra-mile service and operational excellence. The company?s 80K sq. ft. facility is located in Grand Rapids - Michigan?s second largest metro area with a population of 1.3 million.
ABOUT THE OPPORTUNITY:
The Client Service Manager (CSM) position is responsible for the implementation & support of ongoing client programs including, but not limited to: Milestone Anniversary, Performance, Nominations, and Company Stores. The CSM will also be responsible for providing tier 1 customer service support to RecogNation / Pure Promo customers and their employees. Responsibilities include, but are not limited to the following: answering inbound telephone and email inquiries, setting up and managing client technology platforms, assisting with the ordering of awards, processing work orders, providing post launch customer support, developing and performing annual reviews, and working collaboratively with sales to expand our offerings in each client site. This position has a lot of customer interaction; requiring strong communication skills and attention to detail.
DUTIES AND RESPONSIBILITIES:
Perform daily account management & customer support for RecogNation / Pure Promo clients
Work with the sales representatives to define and implement client programs
Set up client websites, contracts, and program details using RecogNation / Pure Promo technologies
Maintain strong relationships with assigned clients/accounts while developing a thorough understanding of their company needs and goals related to employee recognition and engagement
Resolve all inbound client inquiries and follow through to completion
Demonstrate a strong customer focus and commitment to quality
Assist with daily operational & fulfillment tasks
Maintain strong communication & collaboration with sales representatives to enhance and grow client offerings
Work collaboratively with purchasing & accounting departments
Execute weekly reporting, client updates & conversations in company CRM, & project calendars
Keep accurate documentation on client activity and ensure strong customer satisfaction
Perform annual client business/program reviews
IDEAL CANDIDATE TRAITS:
Highly motivated and professional with excellent written and oral communication skills
Highly confident and goal oriented individual with excellent attention for details
Excellent telephone etiquette ? good phone voice and demeanor
Ability to maintain confidential customer records and files in a professional manner
Desire & aptitude to problem solve and handle escalate issues appropriately
Ability to multi-task and thrive in a very fast paced environment
Strong computer skills and proficiency in Excel, Word, and PowerPointStrong ability to work with varying web technologies
Ability to establish and maintain effective working relationships with team members and others contacted in the course of the work day
Bilingual ? English and Spanish preferred
KEY MEASURES OF SUCCESS:
Demonstrated ability to show great attention to detail and have an eye for error
Positive engagement with Sales Teams and Clients
Maintain and support a large book of business, within several tech platforms, while launching new client
REQUIREMENTS:
Associates or Bachelor?s degree in business or marketing
1-2 years of sales or post-sales support experience and at least 1 year of client management or project management experience.
Ability to represent RecogNation / Pure Promo to clients with enthusiasm and professionalism.
Strong ability to learn new technology/tech savvy. Experience with MS Office with strong skills in Excel. Modern office practices, procedures and equipment; English usage, spelling, grammar and punctuation.
Demonstrated ability to communicate positively and professionally. Excellent verbal and written communication skills
Excellent customer service skills required. Proven ability to graciously dal with all types of customers.
Ability to work under pressure and meet strict deadlines. Must thrive in deadline-driven environment
Ability to define problems, collect data, establish facts, and draw valid conclusions
OUR WINNING CULTURE:
A world-class work environment ? Winner of West Michigan?s 101 Best & Brightest Companies to Work for 9 years. National Best & Brightest winner for 4 consecutive years. 101 Best & Brightest Wellness 2014, 2015, & 2016..
Performance-based compensation commensurate with experience including annual salary, bonus and long-term incentive compensation
Stability of a privately held, employee focused business with 33+ years of rich and diverse history and zero debt.
Priority Health POS & HMO Healthcare options; Guardian Dental, Vision, Life, LTD & STD
Company sponsored simple IRA
Peer group of proven winners ? ready to embrace the same and grow our successful business to new levels.
At Baudville Inc., also known as The Office of Positive Mojo , we offer a challenging but rewarding work environment where employees respect and recognize each other. We are dedicated to workforce diversity and a drug- and smoke-free workplace. Baudville is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, protected veteran, individual with a disability or any other protected characteristic. Drug screening and background check are required.
Job Type: Full-time
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