Client Experience Specialist

Job Description

Position Overview:

ServerLIFT, LLC, the preeminent name in equipment handling for the global data center industry for over twenty years, is seeking a Client Experience Specialist. The Client Experience Specialist plays a critical role in maintaining accuracy, efficiency, and professionalism throughout the quoting and order process. This position ensures every client interaction reflects our commitment to exceptional service and operational excellence. Specialists are expected to manage quotes and orders with precision, communicate clearly with customers and internal teams, and take ownership of each task from start to finish.

Key Responsibilities & Expectations:

• Quote Accuracy: Prepare and review customer quotes carefully to ensure pricing, product details, and terms are correct before sending. Verify that all quotes reflect current standards and company policies.
• Order Processing: Accurately enter and confirm all order details in the system. Ensure that all required information is complete before the order is released for fulfillment. Maintain a high level of accuracy in quotes and orders
• Customer Communication: Must be able to communicate clearly, professionally, and respectfully with clients, vendors, and team members. Meet established timelines and follow through on commitments. Follow up as needed to provide updates, answer questions, and ensure a positive experience throughout the process. Must maintain professional formatting, structure, and tone in all written communications.
• Internal Coordination: Work proactively with sales, shipping, and operations to ensure accurate and on-time deliveries. Communicate any issues or conflicts professionally and escalate issues through appropriate channels to avoid delays or confusion.
• Data Integrity: Keep CRM/ERP records up to date with accurate customer, quote, and order information. Ensure all interactions are properly documented for visibility and accountability.
• Problem Solving: Take initiative to identify, communicate, and resolve discrepancies or challenges as they arise. Escalate issues appropriately when additional support is needed.
• Professional Standards: Demonstrate consistent professionalism, reliability, and courtesy in all workplace interactions. Uphold our commitment to delivering an exceptional client experience and maintaining operational excellence.
• Respond to all customer inquiries within one business hour
• Contribute to a positive, collaborative team environment by demonstrating respect for colleagues and maintaining a solutions-oriented approach.
• Must maintain punctuality, meet deadlines, and adhere to company policies, procedures, and protocols.
• Must maintain confidentiality and discretion when handling sensitive or proprietary information.

Minimum Qualifications:

• High School diploma or equivalent (GED)
• 5 years’ experience in business-to-business customer service.

Qualifications:

• Familiarity with CRM software or call center systems a plus.
• Bilingual in Spanish a plus

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Ability to understand customer needs and concerns.
• Ability to think quickly and find effective resolutions.
• Knowledge using CRM systems, email, and chat tools.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint, and Teams).
• Ability to handle multiple customer inquiries at once.
• Ensuring accuracy in customer data and responses.