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Customer Experience Advocate 3

3 months ago

Tinley Park, United States Panduit Full time

At Panduit, Our People Make the Difference. We're looking for individuals who share our passion for innovation, diversity and inclusion, and sustainability.

What You Will Do

The Customer Experience Advocate 3 enhances customer experience by serving as their internal advocate. This role involves managing named end-user accounts, coordinating across all departments to swiftly address and resolve their needs-both stated and anticipated. The CEA 3 ensures transparency in project orders, provides proactive solutions, and communicates directly with customers through various channels. Responsibilities include order management and handling information and exceptions. As a member of the account team, the CEA 3 is dedicated to a specific set of accounts, driving exceptional customer satisfaction.

  • Project Order Management: Process all order types with accuracy and minimal support; manage projects independently. Play a key role in the account team, navigating cross-functional silos and meeting SLAs with quick, informed decisions.
  • Autonomous Customer Communication: Handle all customer interactions independently, proactively creating a smooth and positive experience. Drive first-contact resolution and control the customer experience autonomously.
  • Cross-Functional Collaboration: Work seamlessly with cross-functional teams and build strong relationships across the fulfillment chain. Lead as the customer advocate for assigned accounts without supervisory support.
  • High-Value Account Support: Contribute to the account team's success, leading non-standard support activities and enabling account managers to focus on revenue growth. Engage with account managers and customers outside core hours as needed.
  • Product Expertise: Demonstrate strong product knowledge and effectively manage most customer requests for ad-hoc product support.
What You Will Bring
  • Bachelors Degree required or relevant equivalent experience in lieu of degree
  • Years of Experience: 2+ years
  • Customer service background
  • Oracle system knowledge
  • CRM knowledge
  • Organizational skills
What We Can Offer You
  • Competitive Total Rewards Program with health and financial benefits.
  • Flexible work options. This role will require you to be in the office 50% of the time (schedule based on manager's discretion).
  • Generous vacation, sick days, holidays, and a volunteer day.
  • 401K match and profit sharing.
  • Multiple healthcare options.
  • Parental leave.
  • Growth and development opportunities.


Join us in building a sustainable and connected world. Apply online to be part of the Panduit team. We're an Equal Opportunity Employer, dedicated to creating an inclusive workplace for all.

Work Shift
Day (United States of America)