Fastmarkets is an independent commodity pricing and information organisation with over 600 staff. We are fuelled by values that bring us all together and are united by a collective passion to make a difference. We are supported by a working model that is based ona hybrid approach that allows each of us to balance home and office working while encouragingeffective collaboration and accountability.
Fastmarkets is the most trusted Price Reporting Agency (PRA) in the metals, mining, agriculture, forest products, and energy transition markets. Our price data, forecasts, and market analyses give our customers strategic advantage in complex, volatile, often opaque markets. Our events provide forums for market participants to come together, trade, and talk through the critical issues of our times.We are making a difference. Fastmarkets works to create transparent commodity markets through our reliable and trusted price data and market intelligence. The markets we serve are central to how economies work and are essential for our lives. By doing this, Fastmarkets helps our customers build a more sustainable world. We are built on a 130-year foundation while bringing a digital platform to market, combining the currency of trust with the power of digital.Most importantly, we are fuelled by our teams that, across the globe, make the amazing possible. With a deep sense of purpose and belonging, we are building an extraordinary future – together. If you would like to help build the future, we hope you will join us on our journey.Fastmarkets is owned by global private equity firm Astorg, a specialist investor in healthcare, software, technology, business services and technology-based industrial companies.Job DescriptionFastmarkets is re-imagining the client experience from beginning to end. To turn our vision into reality we are building a Client Services Team that is dedicated to ensuring that all clients have a first-class experience at every interaction. The Client Services Team will be responsible for supporting clients of our commodity product lines. Engagement with clients will take place via phone, chat, email, social or other means. Client Services is the voice of the customer and an advocate for resolving any client issue. Resolving issues may involve managing or modifying data across multiple systems including our CRM (Salesforce), Finance and various fulfillment system. The Client Services Team will support our clients through a number of integrations and transitions which are ongoing within the business. The team will also have a strong focus on understanding and supporting the order to cash and cash allocation processes with the goal of increasing timeliness and efficiency in the process.To contribute to this team, we are seeking a proactive Client Services Rep., someone that recognizes the importance of providing first-class support to clients while ensuring internal SLAs are maintained. Client Services will work closely with the Customer Success Team and Sales Operations Team to refine pre and post-contract processes including but not limited to invoicing, cash collection, cash allocation fulfillment and access. They will work closely with the Client Services Manager to assist in projects that will improve our processes and systems including testing and QA activities as needed.Principal Accountabilities
Providing the highest service level and working to exceed our client's expectationsFollowing client issues through to resolution by listening, understanding and determining the right path for resolution including engaging internal teams across the organizationCommunicating clearly with clients as engagements take place via phone, chat, email or social channelsMaintaining data quality and accuracy in a variety of systems including Fastmarkets CRM, Finance and Fulfilment systemsCreation and upkeep of client account, order, user, details across all systems involved in the Order to Cash process including CRM, Finance and fulfilment systemsGranting and removing contractually agreed upon access as needed or as informed by instances of non-payment, non-renewal or user, order and account changesCompleting timely allocation of payments as part of the order to cash processResolving any product, order user and account discrepanciesServe as primary point of contact for internal customers, including Sales, Sales Operations, Finance and other teams executing as needed to additionally support client needsTroubleshooting customer issues and advocating on their behalf by engaging IT, CRM and other internal teams to resolve issues; includes testing and QA activities in designated environmentsManage support of processes that facilitate clients ability to engage us for business including "vendor requests"Assisting or driving ad hoc projects to update and/or improve existing systems or processes
QualificationsWe recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world's leading and most trusted price reporting, events, and intelligence service for the markets we serve. We're proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...KNOWLEDGE, EXPERIENCE AND SKILLSWe are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.Previous B2B Customer or Client Service SupportStrong English reading and writingStrong Salesforce skillsStrong attention to detailStrong initiative and works well independentlyVery strong analytical and problem-solving skillsAbility to troubleshoot problems, communicate with different constituencies, and juggle competing prioritiesProficiency in MS Office, Word, Excel etcCustomer service skillsJiraIf you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.Additional InformationOur ValuesFastmarkets people come from all different walks of life. It's this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:METRICS DRIVEN.
We use insights to improve our customers' experience and our business performance
ACCOUNTABLE.
We are accountable to ourselves and those we work with: we keep our promises and get things done
GROWTH MINDSET
. This value enables us to be nimble to the changing realities and operate with a sense of urgency
INCLUSIVE.
We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
CUSTOMER CENTRIC.
We are customer-centric in all that we do
COLLABORATIVE.
We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.This is a 12-month maternity cover starting at the beginning of July 2024You've read a little about us – now it's over to you!If you like what you've read so far and think you can see yourself as a Fastmarkets person, it's time to fill in your application form. This form is an important part of the selection process: it's used to determine whether or not you'll be chosen to have an interview and acts as a basis for the questions we'll ask you on the day.It's vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you're great.
