Client Relations Director
- Charlotte, NC
ScentAir, the global leader in commercial scent marketing with annual sales growth exceeding 70%, is rapidly expanding our sales organization. We are searching for motivated sales professionals interested in selling a unique and innovative marketing tool that provides high income potential and a rewarding career path.
Our patented system helps enhance environments, communicate brands and create memorable experiences. We give our clients the tools to sculpt their environments, completing their customers’ experience by engaging memory and emotions through the sense of smell. Scents and systems can be customized to reflect and complement any brand or environment.
Position is responsible for managing the client relations department to maximize customer satisfaction and retention. This is inclusive of sales support, order entry, customer and invoicing setup, coordination with fulfillment, new customer follow-up, service issues, cancellation requests and re-contracting of existing customers.
ESSENTIAL DEPARTMENTAL DUTIES AND RESPONSIBILITIES
Investigate, plan and implement strategically effective and relevant client retention methods which optimally meet the needs of the organization and its customers.
Monitor, record, analyze and report on activities, trends, results and recommendations relating to client retention activities.
Establish and maintain appropriate systems for measuring necessary aspects of customer satisfaction.
Resolve difficult issues regarding client complaints and other matters as escalated.
Oversee and direct all order processing, customer contact and customer service activities.
Establish policies and procedures to ensure the post-sale customer experience meets and exceeds customer expectations.
Plan, develop and implement strategy for staff training and development; establish and maintain appropriate systems for measuring necessary aspects of staff training and development.
Hire, train and develop additional client relations staff as appropriate.
Receive, review/research, and resolve customer questions, complaints and issues, including equipment service issues.
SPECIFIC SUPERVISORY RESPONSIBILITIES
Responsible for the overall direction, coordination, and evaluation of employees. Responsible for carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Supervisory responsibilities include safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance and wages; rewarding and disciplining employees; addressing complaints and resolving problems.
Bachelors Degree; or ten years related experience; or equivalent combination of education and experience. Must be proficient with current software packages such as Microsoft Word, Excel, Outlook, and PowerPoint. Must be familiar with all ScentAir product lines and customer base differences. Professional demeanor, customer service and communication skills are required. Previous customer service or client relations management experience preferred.
While performing the duties of this job, the employee is frequently required to sit, use hands to operate a computer and calculator, and talk or hear. The employee is occasionally required to stand; walk, reach with hands and arms, climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
The position is located inside ScentAir’s headquarter building in Charlotte, NC. The noise level in the work environment is usually quiet. Some occasional travel may be required.
Send resume to firstname.lastname@example.org