Customer Service & Client Retention Specialist

Kevro Inc., a distributor of premium audio products, is hiring a Customer Service & Client Retention Specialist to support its dealer network and strengthen customer relationships. The role combines customer and order support with proactive dealer outreach, account retention, and coordination with internal teams to resolve issues and encourage repeat business.

Responsibilities:

• Respond promptly and professionally to customer inquiries by phone and email
• Enter and manage sales orders in SAP, ensuring accurate products, pricing, quantities, and shipping details
• Provide updates on product availability, backorders, shipments, and expected delivery dates
• Coordinate with sales, accounting, warehouse, and service teams to resolve customer issues
• Assist with shipping discrepancies, damaged products, returns, and warranty inquiries, following company procedures
• Maintain accurate customer information, contact details, and records of conversations and follow-up commitments
• Develop a working knowledge of our product ranges, promotions, and dealer programs
• Proactively contact existing dealers to check on their needs, satisfaction, and upcoming opportunities
• Identify accounts with declining activity and reconnect with inactive customers to understand concerns and encourage renewed business
• Follow up after orders, deliveries, and service issues to ensure concerns have been resolved
• Help new dealers get started with ordering procedures, product resources, and key contacts
• Keep customers informed about relevant promotions, product launches, training, and sales resources
• Identify opportunities for repeat orders and refer larger sales opportunities to the appropriate account manager or sales representative
• Gather customer feedback and communicate recurring concerns and improvement opportunities to management
• Work closely with account managers and sales representatives to provide consistent customer support
• Track outreach, outstanding issues, follow-up actions, and account reactivation opportunities
• Provide regular updates on customer feedback, retention efforts, and recurring service challenges
• Suggest practical improvements to customer communication and internal processes

Requirements:

• Previous experience in customer service, account support, inside sales, or client retention
• Strong telephone manner and clear, professional written communication
• Confidence making proactive calls and building relationships with business customers
• Strong organizational skills, attention to detail, and consistent follow-through
• Ability to handle complaints calmly, take ownership of issues, and coordinate solutions
• Comfort working with Microsoft Office, spreadsheets, and customer or order management systems
• a willingness to learn our products is essential
• Experience with SAP Business One is an asset
• Experience in distribution, wholesale, consumer electronics, or the audio industry is an asset
• French-language skills are an asset
• An interest in music, audio, and home entertainment is welcome