Westrock Coffee is looking for a Client Experience Sr. Specialist who is professional, client obsessed, radiates positive energy, and uses their problem-solving skills to address the Client's needs and consistently exceeds Client expectations.

Primary Job Responsibilities:

• Manage the order to cash function for product sales orders.
• Assist sales organization with on-boarding of new clients & distributor partners.
• Manage EDI order processing, including error corrections and electronic file review for transaction accuracy.
• Account Management of assigned clients. Extract, analyze, review, validate, and report client account information for the purposes of extending the life of the account, increasing sales, and creating new opportunities to further the client relationship.
• Proactively identify and communicate opportunities to improve processes, policies, and CET performance, CET Specialist performance, documenting the area of improvement, the solution for resolution and manage implementation.
• Manage assigned projects being fully accountable for all aspects of the project ensuring excellence in all aspects.

• Manage and resolve complex and/or highly sensitive customer issues with a sense of urgency and full transparency.
• Manage large amounts of data for electronic loading into various systems.

• Proactively maintain extensive knowledge of Westrock Coffee and competitive coffee products.
• Manage client relationships, being fully accountable for independent decisions, without close supervision.
• Assist with internal departmental training, as needed.
• Assist with departmental email box management and support case distribution.
• Professionally handle large amounts of inbound and outbound Client communications in a timely manner.
• Engage with clients in a friendly and professional manner while actively listening to their requests and concerns.
• Utilize communication procedures, guidelines, and policies, while being able to determine when a variation is appropriate for the benefit of Westrock Coffee and the Client.
• Collaborate with management team to stay up to date on policies, new training, etc.
• Record client information in Client Experience CRM database. Create/maintenance of customer records. Record validation and reconciliation, as needed.
• Complete internal/external audit requests.
• Assist Shared Services with resolution of client invoicing matters.
• Develop, implement, and monitor daily departmental reporting, as assigned.
• Perform other duties as assigned.

• Client Experience (Customer Service, Accounts Receivable, Ordering, Billing, Marketing, Account Management and/or Inside Sales) experience is required
• 1+ years EDI order management
• Bachelor's degree preferred, or equivalent combination of education and experience
• Strong knowledge of Microsoft Office (Word and Excel)
• Billing or Ecommerce system experience preferred
• Experience using CRM, Accounting, or other software application
• Advanced verbal and written communication and interpersonal skills
• Advanced conflict management and problem-solving skills
• Advanced time management skills
• Ability to establish and maintain strong business relationships

• Effective project management skills

• Ability to work on and/or lead a project team
• Ability to create a positive experience in every client interaction and to communicate the
• Company's story and value to external parties.
• Ability to communicate and implement new ideas to improve your work and your team

• Detail oriented, with the ability to prioritize responsibilities through to completion
• Enthusiastic with eagerness to exceed expectations

Equal Opportunity Employer / Vets / Disabled