Client Solutions Specialist

Summary:

As a Client Solutions Specialist, you will be the primary liaison between Choose 2 Rent and assigned partners, ensuring seamless execution of rental orders while delivering exceptional client service. This role requires proactive engagement, problem-solving, and operational excellence to maintain strong, long-term relationships with partners.

You will be responsible for managing client interactions, resolving issues, and coordinating with internal teams to align cross-departmental operations with business objectives. Your contributions will directly impact client satisfaction and company success.

Key Responsibilities:

Client Relationship Management:

• Establish and nurture strong relationships with clients and partners.
• Act as the primary point of contact for partners, addressing inquiries and resolving issues.
• Regularly communicate with partners to understand their needs and ensure satisfaction.

Solution Development and Implementation:

• Identify partner needs and opportunities, and develop tailored solutions to meet those needs.
• Work with internal teams to ensure the successful implementation of solutions.
• Proactively identify and propose new opportunities for growth and improvement.

Business Development:

• Contribute to the development of new business opportunities.
• Participate in activities and presentations to potential partners.
• Help to increase sales or services for existing accounts.

Performance Analysis and Optimization :

• Monitor and analyze the performance of partner accounts and partner trends.
• Identify areas for improvement and optimization.
• Prepare and present business reviews and reports to partners.

Cross-Functional Collaboration:

• Coordinate efforts across various internal teams to ensure smooth and efficient operations.
• Work closely with sales, marketing, and product teams.
• Stay informed of all assigned partners' key contacts, equipment preferences, pricing agreements, and contracts.
• Execute all day-to-day tasks of the Client Solutions Specialist role, ensuring adherence to CS Department Expectations.
• Manage and maintain the department-shared inbox to prevent backlog; ensure all emails are actioned appropriately.
• Review rental orders within 24 hours of receipt (preferably within 2-3 hours during business hours).
• Monitor deadlines, ensuring the timely completion of tasks and client requests.
• Provide escalation support and guidance to internal team members.
• Proactively contribute to the overall success of the CS department.
• Generate daily reports including but not limited to: quotes/tentatives, rental ending/late return reports, inventory, order creation, job list, tracking, etc.
• Review all CS orders before client submission to ensure accuracy and maintain a low error rate.
• Support CS team operations during busy periods or when multiple team members are out of office.
• Collaborate with other departments such as Sales, IT, and Fulfillment to ensure seamless order processing.
• Attend internal and external meetings as requested.
• Communicate effectively with management, prioritizing requests and delivering timely updates.
• Escalate potential risks or concerns that could negatively affect the company or employees.

Required Skills:

• Ability to uphold operational standards and ensure compliance with company policies.
• Strong organizational, interpersonal, and relationship management skills.
• Excellent verbal, written communication, and presentation skills (phone, email, chat, meetings).
• Exceptional multitasking, time management, and organizational skills.
• Strong leadership traits include team motivation, coaching, and conflict resolution.
• Initiative/self-starter/ability to work without close supervision.
• High-level decision-making, negotiation, and critical thinking skills.
• Proficient in Microsoft Excel/Word/Outlook/PowerPoint/OneDrive/CRM platforms.
• Ability to work in a fast-paced environment with multifaceted demands while meeting deadlines.
• Excellent interpersonal skills, including active listening and clear explanations.
• High ethical standards with reliability, honesty, and trustworthiness.
• Ability to take accountability for mistakes and implement solutions for continuous improvement.
• Knowledge of industry and market trends.
• Bachelor's Degree or equivalent experience.
• Minimum of three years of work experience in a related field.