Customer Care Advocate - French Speaking

Position: Customer Care Advocate - French Speaking

Reports To: Manager II, Custoemr Care

Location: Milwaukee, Wisconsin - HQ - OR - Florence, Kentucky

Remote Type: Hybrid (3 Days In Office)

SCOPE OF ROLE: 

The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. Our Advocates receive general product, systems, and process training on all general IPS products.  

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement. 

MAJOR RESPONSIBILITIES: 

• Dedication to 80-20 overserve strategies  

• Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures.  

• Responsible for building strong customer relationships and delivering customer-centric solutions 

• Support corporate initiatives designed to overserve our customers while providing an effortless customer experience 

• Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals. 

• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm 

• Handles standard customer escalations, autonomously with first contact resolution when possible.  

• Work with internal teams with a high sense of accountability and urgency 

• Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products 

• Participant in training initiatives within department 

• Calls are recorded for training and quality purposes  

MINIMUM QUALIFICATIONS: 

• Fluent in French

• High School diploma required. College degree or equivalent work experience preferred  

• Two years of professional customer care experience preferred

• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute 

• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required

• Basic to Intermediate Excel Skills preferred