Customer Care Advocate

Position Overview

The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. The Customer Care Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines and adherence to SOP’s. 

Key Responsibilities: 

• Dedication to 80-20 overserve strategies and continuous improvement  

• Collaborates with other teams to drive resolution/shipment on open order reports 

• 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 

• Handles customer escalations with first contact resolution when possible, if not, escalating when necessary 

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

• Works with internal partners (Credit, Planning, Shipping, etc…) to drive resolution on customer-impacting issues 

• Handles conflict situations effectively, with minimum assistance 

• Handles customer inquiries with product knowledge 

• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings 

• Calls are recorded for training and quality purposes 

• Further tasks outlined on RACI &/or assigned by leadership 

Required Skills & Qualifications:  

• High School diploma  

• 2-3 years of professional Customer Care experience or equivalent work experience  

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

• Experience with Oracle &/or SAP (or other ERP systems)   

• Experience navigating and utilizing corporate websites & eCommerce platforms  

Preferred Skills & Qualifications

• Bachelors degree preferred  

• Mechanical or technical aptitude & ability to