Customer Success Advocate, EV

Position Purpose

This position manages Electronic Vehicle, Product Recall, Specialized based customer channels, and excellent customer service. Our EV team requires familiarity with technical processes, fast data entry skills, diligence within complex software applications and excellent communication. This is a customer-engaging position that must meet and exceed all Customer Success metrics, including performance 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

• Being physically present at the worksite when required.
• Manages and supports EV and Specialized customer program order-based channels.
• Understanding complex product applicability information, such product to vehicle compatibilities.
• 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).
• Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints.
• Escalating inquiries according to their urgency.
• Works with internal partners, Operations, Logistics, Sales, Project Management, Marketing, Product Management, and Project Management address Customer Opportunities, sales quotes, and concerns.

Additional Responsibilities

• ISO compliance and support.
• Takes responsibility for the safety of self and others at all times.
• Takes responsibility to eliminate accidents, injuries & hazards at all times.
• Observes and acts in accordance with all applicable laws & regulations & company policies.

Knowledge/Skills/Abilities

• Reasoning ability.
• Basic math skills.
• Excellent critical thinking skills.
• Excellent time management skills.
• Solid writing skills.
• Organization ability.
• Basic knowledge of MS Office.
• Problem resolution and triage experience.

Education/Training/Experience

• 1-3 years of Customer service experience.
• MS Office Suite Experience required.
• CRM Experience.
• EV/Automotive parts supply chain experience preferred.

Technology

• MS Office skills.
• Good keyboarding skills.
• Power BI report consumption skills optional.
• Dynamics 365.

Personality Characteristics

• Highly initiative-taking, able to engage and motivate Team members positively.
• Solid reasoning and decision-making skills.
• Customer Satisfaction-oriented.
• Excellent written and oral communication skills.
• Strong collaborative skills.
• Comfortable working in a fast-paced, collaborative environment.
• Able to prioritize among competing priorities.
• Proactive.
• Self-motivated.
• Outgoing & enthusiastic.
• Courteous.
• Dependable.

Essential Physical Demands

• Sitting.
• Lift and/or moving materials up to 10 lbs.
• Carrying up to 10 lbs.
• Visual acuity.
• Reaching with hands and arms.
• Talking clearly.
• Hearing.
• Using hands to finger, handle or feel objects, tools, or controls.
• Repetitive motions.
• Reaching.
• Bending.
• Standing.
• Climbing.
• Crouching.

Primary Environment

Indoor work environment. Ambient room temperatures. Lighting & traditional office equipment as found in a typical office environment.

Supervisory Responsibilities

None