Customer Care Advocate

Position: Customer Care Advocate II

Reports To: Strategic Account Specialist

Location: Milwaukee, WI

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

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. 

Major 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 

Minimum Qualifications:  

• High School diploma required 

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

• Experience navigating and utilizing corporate websites & eCommerce platforms required 

• Team oriented with the ability to influence others 

• Ability to work in a highly dynamic team & fast-paced environment  

• Consistently demonstrates situational adaptability and resourcefulness 

• Excellent communication/interpersonal & organizational skills 

• Excellent ability to manage daily workload 

Preferred Qualifications:

• Bachelors degree preferred  

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

• Experience with business tools such as Salesforce,