Customer Advocate

**Customer Advocate**

**General Summary**:The Customer Advocate acts as the voice of the customer to ensure the highest level of customer satisfaction and retention. This position is executed with a focus on follow up / follow through to resolve customer related issues, identify process improvement opportunities and enhance customer engagement through a collaborative effort involving all stakeholders. Ability to manage your time and work independently while utilizing sound judgment and reasoning is essential to your success in this role.

**Essential Duties and Responsibilities**:

- Monitor the Customer Advocate Help Desk to ensure timely issue resolution, emphasizing root cause identification and escalation to the appropriate stakeholders and Continuous Improvement Manager
- Produces, reviews and provides service histories as requested by the customer or Sales.
- Conducts Customer Resolution meetings involving internal stakeholders when possible.
- Produces Customer Engagement Forms providing internal stakeholders with an overview and next steps regarding Customer meeting.
- Identifies lost customers determining cause providing feedback to internal stakeholders.
- Collects customer feedback by performing wellness checks to ensure the customer is satisfied with overall company performance.
- Attends Ship In's to ensure new/renewed equipment is received by customer and is added to a scheduled maintenance schedule so proper maintenance is performed on the unit(s) received.

**Required Knowledge, Skills, and Abilities**:

- Proficient in Microsoft products & ERP systems
- Knowledge of material handling service operations and solutions
- Skilled in time-management and able to work independently exercising sound judgement and reasoning.
- Knowledge of the Supply Chain Industry
- Skilled in managing customer relations, demonstrating the ability to be flexible meeting the needs of the customer.
- Proficient presentation skills as well as written and oral communications within all levels of internal and external organizations
- Ability to analyze situations and provide solutions.
- Ability to multi-task, plan and prioritize work with a focus on attention to detail, follow up & follow through.
- Knowledge of CRM