Customer Success Advocate- Ecomm

Labelmaster•Chicago, IL

4d•$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 E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication. This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue 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

Familiarity with ERP/CRM Systems
Familiarity with E-comm based applications
MS Office skills
Excel and Word
Meet daily phone coverage requirements 4-6 hours daily
Meet daily order entry requirements for assigned team
Answer & respond to customer questions within 24 hours
Attend and participate in weekly meeting
Answer phone within 7s
Answer customer questions
Take customer orders
Represent LabelMaster professionally at all times
E-commerce / E-procurement
Ariba
Coupa
True Commerce
Web based order platforms
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 understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
High School diploma or equivalent
3-5 year customer service experience preferred

Nice To Haves

Knowledge of Dangerous Goods regulatory environment

Responsibilities

Manages and supports E-commerce Accounts & E-procurement channels
Meets and exceed metrics for: Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints
Escalating inquiries according to their urgency
Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints
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
Always represent Labelmaster professionally