Customer Advocacy Specialist

Job Title: Customer Advocacy Specialist

 

How You'll Help Us Connect the World

 

CommScope and its brands create cutting-edge network technology that brings people together.  As a Ruckus Customer Advocacy Specialist, you will be at the forefront of ensuring a positive customer experience.  By fostering strong relationships with customers and collaborating with internal teams, you'll help deliver exceptional service and play a critical role in driving customer success.

The Customer Advocacy Team supports the Ruckus segment and serves as the primary point of contact for customers, overseeing order fulfillment and addressing customer queries.  This role requires you to proactively manage and resolve order issues, ensuring timely and accurate delivery in a fast-paced, B2B environment.  You'll be responsible for maintaining customer satisfaction while identifying opportunities for improvement through regular business reviews and collaboration across multiple departments.

 

Key Responsibilities:

 

• Customer Collaboration:
  Work closely with customers to ensure timely and accurate order fulfillment.  You will manage order consolidation, handle complex queries, address concerns and provide guidance on credit memo procedures, quality claims, RMA (Return Merchandise Authorization) cases and stock rotations.

• Customer Review Meetings:
  Organize and lead regular reviews with assigned customers to update order backlogs, resolve order discrepancies and gather feedback to enhance the customer experience.  You will use data to drive discussions around order efficiency improvements as well as communicate on any significant changes, such as End-of-Life (EOL) notifications and price changes to keep customers informed.

• Subject Matter Expert (SME):
  Serve as the SME for your designated product area, supporting the end-to-end process for onboarding new SKUs, product launches, and the introduction of new product variations.

• Backlog Management:
  Coordinate with customers and internal stakeholders to manage order backlogs effectively.  You will prioritize tasks based on strategic objectives to maximize revenue potential by ensuring deadlines are met, issues are proactively resolved and supporting sales to pull in orders for earlier shipments when necessary.

• Process Knowledge Specialist:
  Use your deep understanding of the quote-to-cash process to provide expert guidance to internal teams.  You'll handle change requests and resolve complex order issues in collaboration with sales teams and customers.

• Sales Support:
  Participate in sales meetings, providing updates on customer status and sharing insights.  Collaborate with sales teams to ensure customer needs and priorities are aligned with overall business objectives.

• Process Enhancement:
  Contribute to process improvement projects by supporting testing, training, and implementation efforts aimed at increasing operational efficiency and enhancing the customer experience.

• Ad-hoc Projects:
  Assist with ad-hoc projects as required. Demonstrate flexibility and adaptability in meeting evolving business needs.

 

Required Qualifications:

 

• Self-driven and Proactive: Ability to work independently, think creatively, and take the initiative to solve problems.

• Attention to Detail: Excellent organizational skills with a keen eye for detail and the ability to manage multiple priorities in a fast-paced environment.

• Communication Skills: Strong written and verbal communication skills to engage effectively with both internal and external stakeholders.

• Collaboration Across Functions: Ability to work seamlessly across teams and time zones, collaborating with colleagues globally to meet customer needs.

• Time Management: Ability to prioritize workload effectively to meet deadlines and manage competing demands.

• Multitasking Ability: Ability to handle a variety of tasks simultaneously and work efficiently under pressure.