**Company Description**
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 on a hybrid approach that allows each of us to balance home and office working while encouraging effective 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.
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 expectations
- Following client issues through to resolution by listening, understanding and determining the right path for resolution including engaging internal teams across the organization
- Maintaining data quality and accuracy in a variety of systems including Fastmarkets CRM, Finance and Fulfilment systems
- Creation and upkeep of client account, order, user, details across all systems involved in the Order to Cash process including CRM, Finance and fulfilment systems
- Granting and removing contractually agreed upon access as needed or as informed by instances of non-payment, non-renewal or user, order and account changes
- Completing timely allocation of payments as part of the order to cash process
- Resolving any product, order user and account discrepancies
- Serve as primary point of contact for internal customers, including Sales, Sales Operations, Finance and other teams executing as needed to additionally support client needs
- Troubleshooting 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 environments
- Manage 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
**Qualifications**
We 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 SKILLS**
We 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 Support
- Strong English reading and writing
- Strong Salesforce skills
- Strong attention to detail
- Strong initiative and works well independently
- Very strong analytical and problem-solving skills
- Ability to troubleshoot problems, communicate with different constituencies, and juggle competing priorit
