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Customer Service Advocate

2 months ago

New Berlin, United States Dynatect Manufacturing, Inc. Full time

**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:_**
- Support budgetary goals for Dynatect’s external representative network, as assigned.
- Assist in resolving all product and service problem concerns between the customer and Dynatect’s internal resources. Provide return authorization numbers, as needed.
- Perform all order support functions across applicable product groups.
- 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.

**S**KILLS AND **A**BILITIES**
- 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_.

**K**NOWLEDGE AND **E**XPERIENCE**
- 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

**Experience**: Preferred
- 2 - 3 years: Direct Customer Service preferably in a manufacturing environment preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)