Position: Customer Care Advocate

Reports To: Manager II, Customer Care

Location: Florence, Kentucky

Remote Type: Hybrid (3 days in office; 2 days remote)

Position Summary:  The Customer Care Advocate I 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. CCA1 receives 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.

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 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

Education, Experience & Skills Required:

• High School diploma required

• 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

• Demonstrated patience and approachability with other team members

• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges

• Able to show situational adaptability and resourcefulness

• Strong communication/interpersonal & organizational skills

• Strong ability to manage daily workload

Education, Experience & Skills Preferred:

• College degree or equivalent work experience preferred

• Two years of professional customer care experience preferred

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

• Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred

• Basic to Intermediate Excel Skills preferred

• Demonstrated mechanical or technical aptitude preferred

• Experience navigating and utilizing corporate websites & eCommerce platforms

Leadership Competency:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.

• Manages Conflict – Handling conflict situations effectively, with a minimum of noise.

• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Not Offering Sponsorship:

Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

#LI-Hybrid #LI-AB1

Benefits

• Medical, Dental, Vision and Prescription Drug Coverage
• Spending accounts (HS