Customer Advocate II

About the Role

The Customer Advocate II is responsible for proactively managing major customer accounts through the utilization of the supply chain processes, technologies, and tools and making tactical and strategic decisions regarding those accounts. Balance customer needs with Division's objectives. Develop and maintain customer, sales, supply chain and manufacturing relationships through superior service and communication.

Responsibilities

• Management of multiple filter frame accounts, demonstrating expertise and ownership/accountability.
• Serve as the customer's day to day contact and trusted resource.
• Assists in root cause problem solving surrounding customer issues and concerns.
• Build and maintain positive rapport with customers through responsiveness, proactive updates, reliability and support.
• Utilize NAV ERP systems proficiently for order entry, tracking, and resolution.
• Timely entry of customer Purchase Orders.
• Strategically manage order quantities and shipping methods to maximize efficiency and customer satisfaction.
• Anticipates customer needs and proactively plans and manages customer accounts for order receipt.
• Monitoring inventory levels.
• Make informed decisions daily, ensuring seamless order management across multiple accounts.
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving.
• Serve as a key communicator across departments, fostering strong relationships with Sales, Logistics, Planning, and Manufacturing teams.
• Procurement of all supplies (excluding board & pallets)
• Order/Plan Waste Trucks
• Receive all Invoices and pair with PO's for accounting
• Prep work & entry of board deliveries into ERP system
• Performs as a good team player through showing mutual respect and creating morale / spirit, sharing knowledge, demonstrating a willingness to learn, be a willing back up, actively participates in meetings, identifies continuous improvements, uses diplomacy and tact and treats others with respect and dignity.

Requirements

• Bachelor's degree or equivalent work experience in lieu of a degree.
• 2-5 years of working in fast-paced, high-volume customer service related environment.
• Basic knowledge of global supply chain (demand planning, supply planning, warehouse and transportation, manufacturing).
• Prior successful Customer Service experience, a proven track record of accomplishment in working in an environment servicing internal and external customers.
• Microsoft Office Suite experience, (must be proficient in Excel) is required.
• Strong analytical and problem-solving skills with a track record of root cause analysis and continuous improvement.

Specific Skills

• Proficient in Microsoft applications such as Outlook, Word, and Excel
• Proactive Communication
• Problem Solving
• Time Management
• Attention to Detail
• Process Improvement Mindset
• Resilience & Adaptability
• Customer Focus
• Conflict Management
• Action Oriented
• Verbal and Written Communication

Education & Experience

BA degree or related work experience required in lieu of degree.

Career Level

Internal expert, thought-leader. Advanced, seasoned.

Competencies

• Business Acumen
• Curiosity
• Interpersonal Skills
• Influence Skills
• Self-Starter
• Negotiation Skills
• Organization Skills
• Results Oriented

Pay

$52,600.00 - $65,700.00