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Labelmaster · 1 month ago

Customer Success Advocate

Chicago, IL

Full-time

Hybrid

Entry, Mid Level

$20/hr - $24/hr

2+ years exp

Labelmaster is an established and growing company that simplifies the shipping of Dangerous Goods, aiming to make the world safer. They are seeking an experienced Customer Success Advocate to manage customer engagement and support internal and external relationships while meeting Customer Success metrics.

Transportation

Responsibilities

This position manages primary order channels, customer engagement, and excellent customer service. Our Core team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication

This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including team goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines

This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information

Being physically present at the worksite when required

Manages and supports primary order channels from phones, emails, chat, PO confirmations, and VIP/National Accounts

Meets and exceed metrics for: Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)

Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints

Escalating inquiries according to their urgency

Trains and mentors team members

Participates in training and mentoring of more inexperienced team members for E-comm channels

Produces training documentation for managing key customers accounts, including contacts and account specific order processing E-comm channels

Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints

Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products

Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines

Qualification

Customer service experienceCRM experienceTechnical processes familiarityMS Office SuiteFast data entryProblem solvingTeam mentoringCommunication skillsAttention to detail