Apply on Employer Site

Labelmaster · 1 month ago

Customer Success Advocate Ecomm

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

$20/hr - $24/hr

5+ years exp

Labelmaster is a company focused on simplifying the shipping of hazardous materials for various industries. The Customer Success Advocate Ecomm role involves managing customer channels and ensuring excellent service while meeting performance metrics and supporting customer relationships.

Transportation

Responsibilities

Being physically present at the worksite when required

Manages and supports EV and Specialized customer program order based channels

Understanding complex product applicability information, such product to vehicle compatibilities

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

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

Qualification

Customer ServiceDynamics365CRM ExperiencePower BIERP SystemsDangerous Goods KnowledgeProblem ResolutionContinuous ImprovementMS Office SuiteAttention to Detail