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Customer Service Advocate

2 months ago

New Berlin, United States Dynatect Manufacturing Inc Full time
Job DescriptionJob Description

Dynatect Manufacturing, Inc. is seeking out next Customer Support Advocate to assist in differentiate the Dynatect through providing exemplary service to its customers. Primary liaison between customers and Dynatect. Provide timely and courteous support for all customer inquiries, such as placement of new orders, pricing for existing products, order status, and expediting, both electronically and via phone.

To accomplish this, it will require the Customer Service Advocate to:

  1. Support budgetary goals for Dynatect’s external representative network, as assigned.
  2. Assist in resolving all product and service problem concerns between the customer and Dynatect’s internal resources. Provide return authorization numbers, as needed.
  3. Perform all order support functions across applicable product groups.
  4. Distribute or address all incoming calls to Dynatect’s main phone line.

Customer Service Advocate’s PRIMARY RESPONSIBILITIES:

  • Work in a safe and courteous manner.
  • Actively support and participate in meetings, strategic initiatives, group goals and continuous process improvements efforts.
  • Meet or exceed individual productivity, quality, and financial goals as assigned, measured by the department’s key performance indicators.
  • Work with internal and external stakeholders to identify and support sales growth areas for Dynatect in your assigned territory.
  • Handle inbound calls and provide prompt and professional assistance.
  • Facilitate seamless onboarding experiences for new customers.
  • Respond to customer order status requests.
  • Coordinates expedite requests with Dynatect’s production planning department.
  • Support engineering efforts by managing and organizing drawings and templates for approval, to validate Dynatect’s design prior to starting the manufacturing process.
  • Administer order requirements via specific customer portals, as assigned. Extract relevant data according to Dynatect’s internal process/order management requirements.
  • Process customer requests for credits and refunds according to established company policies and guidelines.
  • Provide return authorization numbers and instructions to customers and representatives with warranty claims or product failures.

Customer Service Advocate May Assist with:

  • Schedule ship dates for orders within established guidelines as needed.
  • Manage freight claim processing and quotations.
  • Understand and adhere to the Customer Service departments “back-up” policies.
  • Other duties as assigned.

SKILLS AND ABILITIES

  • Proven record of stable work history and good attendance required.
  • Ability to communicate effectively both orally and in writing required.
  • Basic math skills are required.
  • Strong computer skills (database, word processing) and navigational ability among various business system software required.
  • Organizational skills to maintain files and records effectively required.
  • Previous telephone customer service or sales experience in a manufacturing environment is strongly preferred.
  • Accurate data entry skills. Prior experience with database systems preferred.
  • Possess the ability to utilize problem-solving skills to effectively address challenging situations preferred.
  • Knowledge of Microsoft Office Suite products (Word, Excel) to assist in developing and maintaining reports and data collection efforts preferred.

KNOWLEDGE AND EXPERIENCE

  • High School Diploma / GED or higher-level education
  • 2-3 yrs of previous Customer Service or related experience strongly preferred
  • 2- or 4-year degree from post-secondary education

Help us continue our tradition of outstanding customer service & make a real impact in the lives of our customers every day. If you are ready to be the voice & heart of our company, apply now & let's create amazing experiences together and click on the link to apply via the Career website.