SUMMARY

The Customer Care Advocate I (CCAI) serves customers by professionally providing accurate and timely product and service information.  The CCAI serves as a liaison between customers and company, assists with complaints, entering sales orders, provides order and shipping status, responds to account inquiries, troubleshooting activity, etc.  The CCAI provides timely and accurate external communication to appropriate customer contacts and drives internal standard work processes and cross functioning collaboration to alleviate escalation. 

Essential Duties and Responsibilities

• Book orders in ERP system.
• Provide formal quotations on standard and non-standard products utilizing tools or procedures. 
• Receive incoming calls with the goal of immediate resolution
• Ability to multitask and manage various types of communication, i.e. phone, email, or web-based programming (SFDC)
• Review and validate customer requests for credits/debits.
• Maintain customer records in accordance with Kollmorgen policy to include orders, phone logs, credits and other customer facing documents.
• Collaborate closely with Sales Engineers, Application/System Engineers, Operations, Aftermarket, Finance and Purchasing
• Embrace Customer First Culture: be Proactive, Empowered, Committed and Problem Solver
  • Provide a world-class customer experience
  • Building of customer relationships
  • Proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs
  • Analyze customer data requests to optimize the customer experience (VOC) while collaborating and effectively communicating with cross-functional teams
  • Service assigned accounts as a personal representative to specific customers as assigned by management

Critical Competencies

• Interpersonal Communication Skills: Excellent written and verbal communication skills, approachability, and accountable for their own work.  Creates an environment where teams collaborate across boundaries and ensures that clarity flows throughout the organization. 
• Problem Solving: Identifies and anticipates problems before they arise and drives for resolution by researching to identify root cause and implement countermeasure solutions (PSP).
• Teamwork: Team first mentality, ability and willingness to train and coach per business needs
• Technical:
  • Advanced computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook), ability to master ERP system and train others within role
  • Computer navigation and preferred typing at 30+ Word Per Minute (WPM)
• Others:
  • Ability to work through stressful situations while remaining calm and positive in adverse situations
  • Ability to manage multiple tasks with frequent interruptions
  • Ability to deliver satisfactory solutions to the customer while operating within policies and procedures
  • Ability to recognize process improvement opportunities and drive to implementation.
  • Ability to follow standard work as assigned while also identifying any gaps that may be present

Education and Experience Requirements

• 2-year degree or equivalent of education and experience
• 2-year Customer Service experience required
• Oracle experience a plus.

Physical Demand and Work Environment:          

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

****Must be willing and able to travel by all forms of transportation.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Restrictions imposed by federal export control laws may limit this job opportunity to candidates who are a ‘U.S. Person’, which includes U.S. citizens, U.S. nationals, U.S. permanent residents, individuals granted asylum in the United States, and refugees in the United States, or who otherwise can qualify for a license that permits them to hold the position.

Benefits

• Medical, Dental, Vision and Pres