Client Services Representative (Hybrid)

Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.

Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond. 

The Role

Fastmarkets 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 systems.  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 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 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
• Communicating clearly with clients as engagements take place via phone, chat, email or social channels
• 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 the Know Your Customer (KYC) paperwork as part of O2C including, forms sign-off to confirm legal entity, banking details and related company policies etc.
• Assisting or driving ad hoc projects to update and/or improve existing systems or processes

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 priorities
• Proficiency in MS Office, Word, Excel etc
• Customer service skills
• Jira  

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Our Values

Fastmarkets 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.

You’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.