Customer Success Administrator

Labelmaster•Chicago, IL

9d•$20 - $24•Hybrid

About The Position

Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods (Hazmat), making the world a safer place. At Labelmaster, we are way more than labels. We sell and manufacture products, develop software and provide services for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses. We are looking for an experienced Customer Service Advocate who: Does not want to work in Corporate America Wants to make a difference every day at work Wants to have true work/life balance Loves to learn new things Has ideas on how to make things better This position manages inbound order channels, facilitating workloads across the CS team and ensuring that orders are routed to the correct teams. As part of that order scheduling function, this position ensures SLAs for the types of orders are being met, and reports on weekly/monthly/quarterly metrics for the CS department. This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including team goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines. This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.

Requirements

Microsoft Dynamics 365:
Customer Service Omnichannel
SLA Management
Reporting
Support of external and internal Customers
Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
Solid understanding of Customer Satisfaction metrics (NPS)
Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
5 Years minimum customer service experience
Problem resolution and triage
CRM Experience
E-comm/E-pro Experience

Nice To Haves

Desired: Knowledge of Dangerous Goods regulatory environment
Familiarity with Switch boarding/Task Management
Familiarity with ERP/CRM/Order Management Systems
Familiarity with E-comm based applications
MS Office skills
Excel and Word
Customer Service experience desirable
Customer Service training desirable
MS Office Suite experience desirable

Responsibilities

Being physically present at the worksite when required
Manages and supports inbound order channels and order routing
Meets and exceed metrics for: Number of orders correctly routed, SLA violations resolved and all call handling metrics such as ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
Receiving orders, order process documentation, order status requests and reporting
Escalating inquiries according to their urgency
Trains and mentors team members
Participates in training and mentoring of more inexperienced team members
Produces training documentation for managing key customers accounts, including contacts and account specific order processing
Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines