Customer Care Advocate

Position Summary:

TheCustomerCare Advocate serves as the primary contact forrequests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience throughexpertise, ownership, accountability, and responsiveness

An Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. ACCAis proficient in MCS eBusiness tools andutilizesthem to handle transactions and provide customer solutions to inquiriesregardingproduct or order information.CCA has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries. 
 

Our mission is to provide a seamless & effortless customer experience throughdemonstratingproduct & systemexpertise, 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 enablinggrowth. Join a team of highly motivated professionals with "can do" attitudes, a willingness tolearnand a passion for process improvement.
 

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,utilizingestablished 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, autonomously with first contact resolution when possible. 

• 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

• Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids 

• Escalationpointfor newer associates within customer care department

• Handles conflict situations effectively, witha minimum assistance

• Handles complex customer inquiries with expanded product knowledge

• Proactively suggests product substitution/interchanges independently anddemonstratesa high levelofproficiencyin catalog and eCommerce tools navigation

Required Education / Experience / Skills: 

• 4-year College Degree

• Open to Fresh Graduates

• Three years of professional Customer Care experienceis an advantage.

• Demonstratedproficiencyin keyboarding skills, Ability to type approx. 45+ words per minute

• Exp. with business tools such as SharePoint, MS Teams, WindowsOperating Systems is a plus.

• Intermediate Excel Skillsrequired

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

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced is a plus.

• Experience navigating andutilizingcorporate websites & eCommerce platforms is an advantage.

• Demonstrated mechanical or technical aptitude & ability to read drawings desired.

• Team oriented with the ability to influence others

• Consistentlydemonstratespatience and approachability with other team members

• Consistentlydemonstratesability to work in a highly dynamic team and fast-paced environment with continuous challenges 

• Consistentlydemonstratessituational adaptability and resourcefulness

• Excellent communication/interpersonal & organizational skills

• Excellent ability to manage daily workload

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 needsof different audiences.