Dedicated Customer Care

Position: Dedicated Customer Care Representative

Manager: Director of Revenue Operations

Relay Express is seeking a versatile and motivated individual to join our team as a Customer Care Support Specialist. In this role, you will play a pivotal part in delivering exceptional customer service experiences while supporting dedicated accounts to drive business growth. This position requires a proactive approach, strong communication skills, and the ability to thrive in a fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries and requests via phone, email, and online portal.
• Communicate with the sales/management regarding service issues/missed opportunities.
• Resolve customer complaints and issues professionally and efficiently.
• Coordinate with operations to ensure smooth and timely delivery services.
• Process orders, track deliveries, and manage invoicing accurately.
• Prepare regular reports on sales performance, customer feedback, and service metrics.
• Assist in preparing quotes, proposals, and contracts for potential business.
• Follow up on sales leads generated through various channels.
• Collaborate with the sales team to identify opportunities for business expansion.
• Maintain relationships with assigned customers/prospects to ensure customer satisfaction.
• Maintain CRM system with updated customer information and sales activities.
• Build and maintain strong relationships with existing and potential customers.
• Proactively engage with customers to understand their needs and preferences.
• Support sales initiatives aimed at upselling and cross-selling services.

Core Responsibilities

· Support sales initiatives through research, data analysis, meeting prep.

· Answer all emails and questions related to service daily.

· Compile SOPs for training purposes for assigned dedicated accounts

· Other duties as assigned.

Experience and skill requirements

· Previous sales experience and/or account management a plus.

· Ability to build strong relationships with key decision makers.

· Excellent interpersonal and active listening skills.

· Dynamic at presentations and public speaking.

· Strong troubleshooting and follow-up skills.

· Excellent written and oral communication skills.

· Must be articulate, motivated, organized and a strong team player.

· Salary range: $55,000-$58,000

· Commission plan: first year potential: $3k-$5k

· Office Location: Fairfield, OH

· Hours: 9:30 am to 6:00 p.m.

· Benefits

• Medical Benefits after 60 days. Premium paid at 75%
• Life & AD&D Insurance after 60 days
• Dental and Vision Insurance after 60 days
• 401k Profit Share with company match after 1 year
• Paid time-off based on employee handbook: 1 week at 6 months, 1 week at 1 year