Labelmaster · 20 hours ago
Customer Success Administrator
Chicago, IL
Full-time
Hybrid
Entry Level
$20/hr - $24/hr
5+ years expLabelmaster is an established and growing company that simplifies the shipping of Dangerous Goods, aiming to make the world safer. They are seeking a Customer Success Administrator to manage inbound order channels, facilitate workloads across the Customer Service team, and ensure customer success metrics are met and exceeded.
Transportation
Responsibilities
Manages and supports inbound order channels and order routing
Meets and exceed metrics for: Number of orders correctly routed, SLA violations resolved and all call handling metrics such as ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
Receiving orders, order process documentation, order status requests and reporting
Escalating inquiries according to their urgency
Trains and mentors team members
Participates in training and mentoring of more inexperienced team members
Produces training documentation for managing key customers accounts, including contacts and account specific order processing
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
Required
Customer Service experience desirable
Customer Service training desirable
MS Office Suite experience desirable
5 Years minimum customer service experience
Problem resolution and triage
CRM Experience
E-comm/E-pro Experience
Being physically present at the worksite when required
Manages and supports inbound order channels and order routing
Meets and exceed metrics for: Number of orders correctly routed, SLA violations resolved and all call handling metrics such as ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
Receiving orders, order process documentation, order status requests and reporting
Escalating inquiries according to their urgency
Trains and mentors team members
Participates in training and mentoring of more inexperienced team members
Produces training documentation for managing key customers accounts, including contacts and account specific order processing
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
Preferred
Microsoft Dynamics 365: Customer Service Omnichannel, SLA Management, Reporting
Support of external and internal Customers
Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
Solid understanding of Customer Satisfaction metrics (NPS)
Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
Desired: Knowledge of Dangerous Goods regulatory environment
Familiarity with Switch boarding/Task Management
Familiarity with ERP/CRM/Order Management Systems
Familiarity with E-comm based applications
MS Office skills
Excel and Word
Benefits
Health Insurance
Dental & Vision Insurance
Life Insurance
Medical & Childcare Flexible Spending Accounts
Education Assistance
401(k) with Matching
Fitness Bank
Pre-tax Transit Program
PTO Bank
Paid Holidays
Paid Diversity Days
Volunteer Time Off
Referral Bonus Program
Company
Labelmaster
Labelmaster is a logistics company offering safety and regulation compliance services.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2025-08-06
Company data provided by crunchbase