Customer Care Advocate

Customer Care Advocate

Salary - Competative based on experince

Location - Bedford

Position Summary - Customer Care Advocate:

The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. Receive general product, systems, and process training on all general IPS products.

The 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 enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

Responsibilities:

• Dedication to 80-20 overserve strategies
• 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.
• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Handles standard customer escalations, autonomously with first contact resolution when possible.
• Work with internal teams with a high sense of accountability and urgency
• Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products
• Order status update - expediting the order by working closely with production & purchasing team
• Participant in training initiatives within department
• First contact of completing supplier portal or Supplier application form request & conflict mineral due diligence by the customers
• Issuing FOC order, Credit note & tickets (creating or changing account etc.)
• Collaborate with relevant team members to check Country of Origin for the parts (preferential origin)
• Answering the phone calls

Education, Experience & Skills Required - Customer Care Advocate:

• High School diploma required. College degree or equivalent work experience preferred
• Two years of professional customer care experience preferred
• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
• Basic to Intermediate Excel Skills preferred
• Experience with SAP
• Experience with CRM platforms such as Salesforce
• Experience navigating and utilizing corporate websites & eCommerce platforms
• Demonstrated mechanical or technical aptitude preferred
• Demonstrated patience and approachability with other team members
• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Able to show situational adaptability and resourcefulness
• Strong communication/interpersonal & organizational skills
• Strong ability to manage daily workload

Leadership Competency - Customer Care Advocate:

• 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 needs of different audiences.

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Engineering sectors.

For information on other roles, we have available please call for further details.