Position: Customer Care Advocate II

Reports To: Manager I, Customer Care

Location: Grafton, Wisconsin

Remote Type: Hybrid -3 days in person / 2 remote

Scope of role 

This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for processing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc.   

Key Responsibilities  

• Perform basic daily account management tasks: 

• Respond to email and phone inquiries 

• Process customer orders 

• Process customer claims 

• Complete daily reports 

• Research and process customer credits and debits 

• Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation 

• Triage and process customer orders

• Utilize CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 to address customer requests 

• Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.) 

• Identify and take action on continuous improvement opportunities 

• Actively participate in daily Gemba calls

• Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions 

• Participate in user testing to improve department processes 

• Assist in special projects and Kaizen events 

• Help train, job shadow, and mentor new hires 

PROFESSIONAL EXPERIENCE/QUALIFICATIONS 

The successful candidate will have relevant customer service experience and have proven experience in developing collaborative relationships across all levels and functions.  This individual must have the passion, energy, adaptability and intellectual curiosity necessary for a fast-paced, growth-driven environment.  Be able to employ forward thinking and a continuous improvement mindset. 

Minimum Requirements: 

• Requires a high school diploma or equivalent and 2-3 years of related experience

• Bachelor's degree preferred

• Experienced Microsoft Office; Excel, Word, O365

• Customer service experience within manufacturing strongly preferred

• Previous experience with process improvements, Kaizens and/or projects preferred 

• Preferred experience with Oracle or another ERP software

• Preferred experience with Microsoft Dynamics 365 or another CRM tool

*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 (HSA, Health Care FSA and Dependent Care FSA)
• Paid Time Off and Holidays
• 401k Retirement Plan with Matching Employer Contributions
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Paid Leaves
• Tuiti