Customer Care Advocate I, 1st Shift

About the role

The Customer Care Advocate I will work in a fast-paced Manufacturing environment. This person will be the primary interface between internal and external customers requiring strong communication skills in customer service. This position is responsible for maintaining a high level of customer satisfaction by addressing and administrating commercial issues through the CSR Team that include, but is not limited to: customer inquiries, processing orders, preparing quotes, tracking bids, managing RMA's and resolving billing issues, in accordance with company policies and procedures.

Responsibilities

• Manage assigned key accounts and/or market segment activity including order, quotation, business development, conflict resolution, order entry, Voice of the Customer, pricing to value, assisting in contract and account program administration, coordinating Production Readiness reviews.
• Frequently interacts with customers, addressing and resolving customer inquiries and complaints regarding products, services, billing, etc to maintain customer goodwill.
• Actively manage the customer orders across the entire life cycle.
• Maintain accurate customer contact base and critical communication files for assigned accounts.
• Must handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals.
• Frequently interacts with multiple intercompany departments – Purchasing, Manufacturing, Shipping, Scheduling and Engineering.
• Accepts and processes sales orders timely; this includes verifying orders for accuracy.
• Meet/Exceed Customer Satisfaction Goals.

Requirements

• A US Person with a US permanent residence.
• A High School Diploma or GED.
• 2+ years of Expeditor/Customer interface within engineered products preferred.
• Proficient in Microsoft suite skills and basic internet searching.
• Customer Focused.
• Self-starter and creative thinking.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Attention to details and ability to highlight process issues.
• Ability to prepare reports and correspondence.
• Ability to communicate effectively with customers and other employees in the organization.

Qualifications

• Capable of handling calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals.
• Must handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals.
• Must handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals.

Skills

• Microsoft Suite Skills
• Basic Internet Searching
• Customer Focused
• Self-Starter and Creative Thinking
• Verbal and Written Communication Skills
• Interpersonal Skills
• Attention to Details
• Preparation of Reports and Correspondence
• Effective Communication with Customers and Employees

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death and Dismemberment Insurance
• Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• Matching 401(k) contribution