Customer Success Advocate- Ecomm

Position Purpose

This position manages E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication. This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines. This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.

Essential Functions & Principal Accountabilities

• Manages and supports E-commerce Accounts & E-procurement channels
• Mets and exceeds metrics for:
  • Number of calls handled, ASA (Average Speed of Answer), AHT (Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
• Receives, processes, and documents orders, product pricing requests, product availability inquiries, order status requests, billing inquiries, and complaints
• Escalates inquiries according to their urgency
• Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines
• Always represent Labelmaster professionally

Skills and Attributes We’d Like You to Have

• Familiarity with ERP/CRM Systems
• Familiarity with E-comm based applications
• MS Office skills (Excel and Word)
• Meet daily phone coverage requirements 4-6 hours daily
• Meet daily order entry requirements for assigned team
• Answer & respond to customer questions within 24 hours
• Attend and participate in weekly meetings
• Answer phone within 7 seconds
• Take customer orders
• Represent LabelMaster professionally at all times

Experience We’d Like You to Have

• E-commerce / E-procurement
• Ariba
• Coupa
• True Commerce
• Web based order platforms
• Support of external and internal Customers
• Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MS Office suite
• Solid understanding of Customer Satisfaction metrics (NPS)
• Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies

Desired

• Knowledge of Dangerous Goods regulatory environment

Education/Training/Experience

• High School diploma or equivalent
• 3-5 years customer service experience preferred
• MS Office Suite experience desirable

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($20-$24 hourly)
• Hybrid work schedule