Customer Service Advocate II

4 days ago

Wausau, Wisconsin, United States WEG Full time
About the Role

We are seeking a highly skilled Customer Service Advocate II to join our team at WEG Electric Corp. As a key member of our Customer Care department, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Collaborate with internal teams to drive resolution and shipment of open orders
  • Handle internal and external customer inquiries, quotes, and orders, utilizing established standard operating policies and procedures
  • Build strong customer relationships and deliver customer-centric solutions
  • Support corporate initiatives to overserve customers and provide an effortless customer experience
  • Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
  • Handle customer escalations autonomously with first contact resolution when possible
  • Work with internal partners to drive resolution on customer-impacting issues
  • Contribute to training initiatives within the department and provide input in the creation of training tools and job aids
  • Escalation point for newer associates within the customer care department
  • Handle conflict situations effectively with minimal assistance
  • Handle complex customer inquiries with expanded product knowledge
  • Proactively suggest product substitution and interchanges independently and demonstrate proficiency in catalog and eCommerce tools navigation
  • Support the Customer Service Team and customers with advanced technical skills to troubleshoot issues and provide solutions
  • Provide product interchange as required when customers place an order or request a quote
  • Work collaboratively with the Engineering team to increase up-selling opportunities and verify complex customer requests, including the ability to interpret CAD drawings
  • Provide ongoing advanced technical support to all internal stakeholders as required
Requirements
  • High School diploma required; College degree or equivalent work experience preferred
  • Three years of professional Customer Care experience required
  • Experience with business tools such as SharePoint, MS Teams, and Windows Operating Systems required
  • Experience with Oracle and/or SAP (or other ERP systems) preferred
  • Demonstrated mechanical or technical aptitude and ability to read drawings desired
  • Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
  • Excellent communication, interpersonal, and organizational skills
  • Excellent ability to manage daily workload
Benefits
  • 401(k) and company match
  • Dental, Medical, and Vision insurance
  • Employee assistance program
  • Employee discounts
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Paid time off
  • Onsite Fitness Center
  • Onsite Physical Therapy
About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world, producing over 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings, and Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators.

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