Job Description

Position

As a Client Success Team member at Keener Jerseys, the primary responsibility is to elevate the experience of our clients. This involves proactive client support and troubleshooting to address any problems or issues that may arise.

The Client Success Representative collaborates closely with members of the sales team (PMM, Project Managers, and Key Account Managers) as well as members of the operations team.

Client communication is a key aspect, with a focus on keeping clients informed about orders, shipments, and inventory. Thorough documentation and issue tracking in the appropriate systems is integral to maintaining transparency and accountability.

Critical Number

Client Satisfaction Score
5 Priorities

Order Management Capture, address, and forward client feedback Client support and training Shipping oversight Project Management Support
Responsibilities

Order Management For Elite and Corporate clients, create orders and related docs based on Purchase Orders Create estimates and review / submit for processing Secure production approval of orders Address order changes according to policy Work with the client and internal departments to ensure successful delivery of all orders Ensure player details, jerseys, kits, patches received on-time from clients Collaborate with internal departments to address and resolve any quality issues or discrepancies Ensure internal systems are updated Review data and reports within internal systems and act upon deficiencies Capture, address, and forward client feedback Providing ongoing support to all clients Perform error analysis, ensure resolution and documentation Ensure all issues are tracked in the appropriate internal system Gather client feedback and collaborate with internal departments to implement improvements in products or services Training Provide onboarding training of new Elite clients and train new Elite client staff members Shipments Process shipping requests from Elite clients to KJ Process shipping requests of blank jerseys back to Elite clients Work with logistics to ensure shipments to Elite and Corporate clients arrive on-time Ensure shipping costs are recovered Assist the Project Manager to ensure successful delivery of projects SOP creation and process refinement Participate in meetings and training sessions, as provided (or supported) by Keener Jerseys
Education and Experience

Bachelor's degree in Business Administration, Sales, Marketing, or a related field Experience delivering joy to clients
Skills

Accountability: Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations, and principles. Demonstrates reliability and integrity daily Adaptability: Adapts and responds to changing conditions, priorities, technologies, and requirements. Recognizes new information and ideas with a willingness to alter opinions and behaviours. Applies versatility, reasoning, and innovativeness in the face of change. Able to comfortably collaborate in a variety of situations and with diverse individuals Analytical Thinking: Applies systematic, logical reasoning when addressing problems or situations in order to arrive at an appropriate solution or outcome Communication: Expresses and transmits information with consistency and clarity. Uses active listening techniques in order to effectively understand and provide feedback. Summarizes information according to the audience Critical Thinking: Analyzes and interprets data and information gathered from observation, investigations, formal and informal communication, reports, legislation, and others to develop conclusions Decision Making: Makes concrete, well-informed, and thought-out decisions that support the overall organization. Makes quick, effective decisions, even when data and details are limited. When making critical decisions that might have negative consequences, will examine the impacts and potential implications to ensure that the decision is valid for the situation Networking and Relationship Building: Effectively builds constructive, friendly, professional relationships and networks of key contacts with people and colleagues. Maintains partnerships that can provide information, assistance, and support Organizational and Environmental Awareness: Shows commitment to the organizational vision and strategic goals by acting in accordance with organizational expectations and through having a solid understanding of the internal environment Problem Solving: Demonstrated ability to break a situation down into smaller pieces to identify key issues. Figures out cause-and-effect relationships to solve them using logic and analytical methods to come to a realistic solution Results Orientation: The ability to focus on desired outcomes, and how they are achieved, by meeting or exceeding standards based on past performance, goals, and objectives, as well as the performance or achievements of others Service Orientation: Gives superior service to both internal and external customers Teamwork: Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities, fostering a team environment
Measurable's

Client Satisfaction Score Meet or exceed Keener Standards for order entry
Job Type: Full-time

Pay: $35,000.00-$50,000.00 per year

Ability to commute/relocate:

Winnipeg, MB R2X 2W3: reliably commute or plan to relocate before starting work (required)
Language:

English (required)
Work Location: In person