Client Relations Specialist

Title: Client Relations Specialist

Location: Auburn Hills, MI

Duration: Full Time role

Position Overview:

We are seeking a Client Relations Specialist to build and maintain strong customer partnerships while ensuring exceptional service delivery and long-term client satisfaction. The Client Relations Specialist serves as a key point of contact for customers, ensuring a positive client experience throughout the lifecycle of our procurement and supply chain SaaS solutions. This role is responsible for strengthening client relationships, supporting platform adoption, and facilitating clear communication between customers and internal teams.

The ideal candidate is highly service-oriented, proactive in resolving client concerns, and dedicated to providing timely, accurate, and professional support in a fast-paced environment.

Key Responsibilities:

Customer Support & Relationship Management

Serve as a primary point of contact for customer inquiries via phone and email (inbound and outbound communications)

Provide timely, accurate, and professional responses to customer questions related to platform functionality, orders, suppliers, and account activity

Build positive working relationships with customers by delivering consistent, high-quality service

Document all customer interactions accurately within CRM or ticketing systems

Follow up proactively to ensure issue resolution and customer satisfaction

Build and maintain strong relationships with Small Business Partners

Administrative & Operational Support

Research, analyze, and resolve client issues using internal tools and resources

Perform general administrative duties including data entry, reporting, and research

Stay current on internal processes, procedures, and training related to client technical and accounting support

Utilize available tools to document client interactions thoroughly and maintain accurate account records

Maintain punctuality, reliability, and consistent attendance

Perform other duties as assigned to support business needs

Platform & SaaS Support

Quickly learn and troubleshoot a wide range of client issues and software solutions

Guide end users to help them effectively utilize platforms and improve productivity

Provide accurate and detailed information regarding products and services

Process orders, forms, contracts, and related documentation accurately and efficiently

Identify and appropriately escalate complex or high-priority client issues

Handle client billing inquiries and assist with account-related questions

Conduct outbound call campaigns to existing clients (e.g., surveys, engagement initiatives)

Deliver client training and support using web-based platforms such as Zoom or Microsoft Teams

Skills & Abilities:

Demonstrated ability to deliver outstanding client service with professionalism and responsiveness

Excellent listening skills with strong empathy and a client-first mindset

Well-developed verbal, written, and analytical communication skills

Ability to independently manage and prioritize workload while knowing when to seek assistance

Strong problem-solving skills with a focus on accuracy, quality, and resolution

Ability to remain calm and composed in challenging or high-pressure situations

Strong multitasking skills in a fast-paced environment

Exceptional attention to detail in documentation and client communications

Positive, dynamic, and compassionate personality

Adaptability and flexibility in a rapidly evolving environment

Strong data entry skills with excellent spelling and grammar

Self-motivated, proactive, and quick to learn new systems and processes

Ability to take ownership of client concerns and drive issues to resolution independently

Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Visio, Access)

Advanced Microsoft Excel skills, including Pivot Tables & Formulas, preferred

Ability to troubleshoot software platform issues preferred

Basic understanding of accounting, auditing, and business procedures preferred

Experience using web-based conferencing platforms such as Microsoft Teams or Zoom preferred

Education & Experience Requirements:

A high school diploma or equivalent is required; some college is preferred

Six (6) months or more experience in a client service environment (inbound/outbound calls) with great phone,  communication, and administrative skills.

Demonstrated experience providing customer support in a professional setting

Strong phone, communication, and administrative skills required

Experience supporting SaaS, eCommerce, procurement, or supply chain platforms is a plus