Client Experience Associate

As a Client Experience Associate, you will be the primary point of contact for our clients, ensuring every interaction reflects our company's commitment to quality, responsiveness, and professionalism. You'll play a key role in maintaining client satisfaction by handling inquiries, resolving issues, and guiding clients through our processes with clarity and care.

Key Responsibilities:

• Serve as the first line of communication for client questions, concerns, and feedback via phone, email, or chat.
• Troubleshoot client issues, ensuring timely and effective resolution.
• Maintain accurate records of interactions in our CRM system.
• Work cross-functionally with internal teams (quality, operations, production, etc.) to advocate for client needs.
• Identify opportunities to enhance the client journey and suggest process improvements.
• Provide onboarding support and basic training to new clients as needed.
• Monitor trends in client feedback and report common pain points to management.
• Serve as Merchant Supervisor, with the following responsibilities: ○ Supervise Merchant Fulfillment associates to assure all orders are being completed in full, on time and accurately.

○ Review Merchant Min/Max inventories and request units to restock from Order Specialist as needed to keep supply at levels required. ○ Review inventory in Merchant Software and investigate any discrepancies that appear excessive without cause. Post inventory once satisfactory numbers are provided to maintain a real time accurate inventory count. ○ Monitor storefront inventory to ensure supply is adequate to ensure efficiency. ○ Conduct in/out transfers for the Merchant Fulfillment Department. ○ Monitor websites for accuracy and communicate to appropriate departments for any needed corrections and or suggestions to improve.

This includes social media sites:

Instagram/Facebook/Tik Tok etc. ○ Work closely with the Team on promotions being conducted ○ Fulfill Influencer and other special shipments and help to put together packaging (boxes/inner packaging etc.) that best promotes Maple Holistics ○ Continue to improve packaging and shipping to reduce costs as well as damage to products

Qualifications:

• 1+ years of experience in a client-facing, support, or administrative role.
• Excellent verbal and written communication and problem-solving skills.
• Comfortable navigating software platforms and learning new systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Empathy, patience, and a genuine desire to help people.

Job Type:

Full-time Pay:

$40,000.00 - $50,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person