Customer Advocate

Job DescriptionCustomer AdvocateGeneral 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 solutionsSkilled in time-management and able to work independently exercising sound judgement and reasoning. Knowledge of the Supply Chain IndustrySkilled 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 Education and Experience: This position requires a minimum of a bachelor's degree, or at least 3-5 years of prior Customer Care experience in material handling industry. Candidate must possess a valid and good driving record as defined in the Company's Motor Vehicle Program. This position requires daily and overnight travel as defined by the needs of the customer and organization.