Commercial Client Relationship Specialist

Job Title:                                        Commercial Client Relationship Specialist

Title of Supervisor:                       Commercial Client Relationship Specialist

Job Location:                                 Mooresville, NC

Company Website:         www.greenworkstools.com

Company Summary:  

Greenworks Tools is the leader in battery-powered outdoor power tools for DIY-consumers and landscaping professionals. The company distributes Greenworks branded and private label products, as well as products for an extensive network of Original Equipment Manufacturers. With a robust line of Greenworks branded products, including 24-volt, G-MAX 40-volt, 60-volt, 80-volt, and commercial grade 82-volt battery-powered outdoor power equipment, a full line of corded equipment, and power tools, Greenworks offers the right tool for every job. Utilizing best-in-class technology, Greenworks tools deliver the power and performance of comparable gas-powered tools without the mess, fumes, aggravating pull cords, and noise associated with gas products. For more information, find us on the web at greenworkstools.com or greenworkscommercial.com.

Position Summary:

The Commercial Client Relationship Specialist is responsible for delivering exceptional service and support to commercial customers, distributors, dealers, and internal business partners. This role manages the order lifecycle from receipt through invoicing, serves as the primary point of contact for customer inquiries, and collaborates with cross-functional teams to ensure accurate order processing, timely fulfillment, and superior customer experience. The position also supports the GWC Program, maintains accurate customer and order records, and drives continuous process improvements to enhance operational efficiency. This position is based in Mooresville, NC.

Key Responsibilities

• Process distributor and dealer orders in SAP from order receipt through invoicing.
• Facilitate customer orders and monitor the order fulfillment process to ensure timely and accurate delivery.
• Accurately enter, review, and process customer orders, ensuring all required information is complete.
• Monitor Salesforce for failed orders, correct errors, and release orders to SAP.
• Coordinate with warehouse, shipping, logistics, and supply chain teams to resolve order, shipment, return, and inventory issues, including issuing RMAs in SAP.
• Serve as the primary point of contact for Commercial customers regarding order status, product availability, delivery schedules, and account-related inquiries.
• Proactively communicate order updates, delays, back orders, and alternative solutions to customers and internal stakeholders.
• Resolve customer concerns by investigating issues, developing solutions, and maintaining a customer-first approach.
• Answer incoming customer calls promptly and professionally.
• Manage the GWC Program inbox and review, process, and track program claims while partnering with Finance for approvals and payments.
• Prepare and distribute order-related documentation and reports, including order status, backorders, shipment schedules, invoices, credit memos, customer feedback, and fulfillment metrics.
• Maintain accurate records of customer interactions, orders, claims, and complaints.
• Develop and maintain strong relationships with distributors, dealers, and key commercial customers.
• Collaborate with Sales, Finance, Customer Service, IT, Salesforce Administration, and Supply Chain to resolve issues and improve customer experience.
• Work with Sales to support accurate forecasting and inventory planning.
• Identify and implement process improvements to increase efficiency and reduce manual work.
• Work with IT and Salesforce Administrators to correct website and Dealer Portal data inaccuracies.
• Manage promotional giveaway items through Salesforce.
• Participate in daily and weekly cross-functional meetings, including Finance payment reviews.
• Participate in ongoing training to stay current on company systems, processes, and policies.
• Assist other departments as needed and contribute as a collaborative team member during periods of high workload.
• Work independently while exercising sound judgment and seeking assistance when appropriate.

Experience Required:

• Strong attention to detail
• Presentation and communication skills.
• Proven approach to access decision makers at client organizations.
• Excellent organizational and time management skills
• A demonstrated willingness for continual learning and skill development is required
• Ability to think quickly and make decisions.

Education and Experience:

• High school education or equivalent is required for this position.