Client Support Specialist at VIVA Creative

Who We Are:
VIVA Creative is a global experiential marketing and communications agency specializing in large scale in-person events, virtual & hybrid events, and broadcast media.

Who We’re Looking For:
We’re always on the lookout for smart, hard-working, and skilled top performers who are interested in joining a fantastic team within a fast-growing company. If you’re great at what you do, passionate about doing it, and looking for a new home that rewards excellent work, effort, and collaboration, Viva is the place for you!

Why You’ll Love a Career at VIVA Creative:

• Health, dental, and vision insurance
• Opportunities for advancement – we love to promote from within!
• Ongoing training and leadership development
• Profit-sharing program – all employees benefit when the company succeeds!
• Competitive compensation
• Tuition reimbursement
• 401K savings plan with company match
• PTO
• A second-to-none culture where you’ll be treated like family and allowed to excel

What You’ll Do:
You’ll consistently apply the following core values as you interact with people both inside and outside of our organization:

1. Always Better
2. Utmost Integrity
3. Dedication to the Customer
4. I am an Owner
5. Open and Honest Communication

You’ll be responsible for knowing and acting in accordance with Viva’s vision to WOW our customers, partners, and fellow employees with every interaction.

The Position:
The Client Support Specialist, reporting to the Client Support Manager, is responsible for providing excellent customer service through active listening and professional communication to identify root causes of customer issues and ensure timely resolution.
This shift works 8:00am- 4:00pm, Monday-Friday.
The compensation for this role is $25.00/hour.

Your Day-to-Day:

• Maintain an ongoing level of engagement with key customers; build trusting relationships with customers, and be a Trusted Advisor
• Accurately process inbound and outbound paperwork in a timely manner, including but not limited to confirming the accuracy of data entry, reconciling the system, output to the customer’s documents, and ensuring that all special requests are appropriately addressed and followed through.
• Timely and accurately invoice customers for receiving, outbound processing, month-end billing, and all special requests and services. File billing timely and accurately in customer files.
• Follow order fulfillment to the end (in the warehouse and with the customer) to ensure a successful and timely conclusion.
• Participate in new customer onboarding; review and recommend process improvement opportunities.
• Review and implement customer compliance guides for on-time performance, including routing orders in customer portal and scheduling carriers
• Ensure customer SLAs are met and communicate any concerns that may arise.
• Serve as liaison between warehouse personnel and customer(s); resolve problems as they occur, and ensure accurate and complete information is conveyed to all.
• Maintain constant communication between the operations team and the customer addressing any concerns in a timely fashion.
• Run and review Non-Compliance Reporting (NCR) in Salesforce.
• Review and identify any discrepancies on records or reports.
• Review and update Work Instruction on a regular basis.
• Write and complete accurate business correspondence to customers and team.
• Maintains up to date knowledge of key industry practices, such as shipment type and terms, BOL creation, and routing in web-based customer portals
• Other duties as assigned

What You Bring to the Table:

• Minimum of two (2) years college required.
• Minimum of two (2) years’ business experience required.
• Experience must demonstrate knowledge of principles and processes for providing customer and personal services. This aptitude includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Basic knowledge of routing and working with carriers (logistics) and compliance accounts preferred.
• Basic knowledge of Salesforce and an understanding of warehouse management systems preferred.
• Must demonstrate the ability to balance competing priorities, complex situations, and tight deadlines. Strong emphasis on organizational skills and attention to detail. Critical thinker with the ability to identify a problem and provide a potential solution; knows when to escalate to leadership.
• Ability to read, write, and communicate effectively in English (Bilingual Spanish/English skills preferred). Basic math skills. Must have excellent written and verbal communication skills; ability to type 40 wpm or more.
• Proficient in all Microsoft business applications such as Outlook, Excel, PowerPoint, and Word.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

VIVA Creative is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender, gender identity/expression, mental or physical disability, genetic information, choice of health insurance, marital status, age, veteran status or any other basis protected by law.