Client Services Representative (Hybrid) (6 months FTC)

The Role

• Fastmarkets is re-imagining the client experience from beginning to end.  To turn our vision into reality we are building a Client Services Team that is dedicated to ensuring that all clients have a first-class experience at every interaction. The Client Services Team will be responsible for supporting clients of our commodity product lines.  Engagement with clients will take place via phone, chat, email, social or other means.  Client Services is the voice of the customer and an advocate for resolving any client issue.  Resolving issues may involve managing or modifying data across multiple systems including our CRM (Salesforce), Finance and various fulfillment system.  The Client Services Team will support our clients through a number of integrations and transitions which are ongoing within the business.  The team will also have a strong focus on understanding and supporting the order to cash and cash allocation processes with the goal of increasing timeliness and efficiency in the process.

  To contribute to this team, we are seeking a proactive Client Services Rep., someone that recognizes the importance of providing first-class support to clients while ensuring internal SLAs are maintained. Client Services will work closely with the Customer Success Team and Sales Operations Team to refine pre and post-contract processes including but not limited to invoicing, cash collection, cash allocation fulfillment and access. They will work closely with the Client Services Manager to assist in projects that will improve our processes and systems including testing and QA activities as needed.

Principal Accountabilities

• Providing the highest service level and working to exceed our client’s expectations
• Following client issues through to resolution by listening, understanding and determining the right path for resolution including engaging internal teams across the organization
• Communicating clearly with clients as engagements take place via phone, chat, email or social channels
• Maintaining data quality and accuracy in a variety of systems including Fastmarkets CRM, Finance and Fulfilment systems
• Creation and upkeep of client account, order, user, details across all systems involved in the Order to Cash process including CRM, Finance and fulfilment systems
• Granting and removing contractually agreed upon access as needed or as informed by instances of non-payment, non-renewal or user, order and account changes
• Completing timely allocation of payments as part of the order to cash process
• Resolving any product, order user and account discrepancies
• Serve as primary point of contact for internal customers, including Sales, Sales Operations, Finance and other teams executing as needed to additionally support client needs
• Troubleshooting customer issues and advocating on their behalf by engaging IT, CRM and other internal teams to resolve issues; includes testing and QA activities in designated environments
• Manage support of processes that facilitate clients ability to engage us for business including “vendor requests”  
• Assisting or driving ad hoc projects to update and/or improve existing systems or processes