Job Title: Customer Advocate

Job Description

The Customer Advocate serves as the company's representative to customers, ensuring exceptional service and support through handling inquiries, resolving issues, and enhancing the overall customer experience. This role bridges communication between the customer and internal departments, facilitating timely, professional, and accurate exchanges to meet customer needs and foster long-term relationships.

Responsibilities

• Monitor sales email accounts and the RFQ portal for customer activity, ensuring completeness of materials provided by the customer.
• Pass quotation materials to the quotation team and lead the quoting process, ensuring timely delivery of quotes to the customer.
• Address any concerns the customer has about the quote or the process, manage the quote queue, and establish priorities for team members assembling the quote.
• Monitor and address issues causing delays in quote turnaround times.
• Negotiate delivery dates with the production team and the customer, keeping the customer informed of potential delays in delivery dates.
• Monitor on-time performance and manage communications between the customer and other departments within the company.
• Ensure prompt responses from other team members and respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Address customer concerns, questions, and complaints with empathy and efficiency.
• Accurately enter, track, and manage customer orders, returns, and service requests.
• Maintain detailed records of customer interactions and follow-up actions in CRM systems.
• Coordinate with internal departments (e.g., production, logistics, quality) to resolve customer issues and deliver solutions.
• Provide product and service information, recommendations, and technical assistance as needed.
• Identify recurring customer issues and suggest improvements to enhance customer satisfaction and reduce friction.
• Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores.
• Uphold company policies, procedures, and values while representing the brand in all interactions.

Essential Skills

• Proficiency in customer service within manufacturing environments.
• Experience with CRM management and ERP systems.
• Ability to create pivot tables and manage quoting processes.
• Vendor management skills.
• High School Diploma or GED required; Associates degree in a business or electronics discipline preferred.
• 5-7 years’ experience as a customer service representative or in inside sales for a manufacturing or electronics entity with an emphasis in the quotation process.
• Strong ability to be proactive and anticipate customer requests and requirements.
• Demonstrated track record of building strong relationships with customers.
• Ability to make decisions independently and multitask.
• Demonstrated attention to detail, organization, and problem-solving skills.
• Excellent communication skills in English, both verbal and written.
• Proficiency in Microsoft Excel, Outlook, and Word.

Additional Skills & Qualifications

• Experience in similar roles within manufacturing or distribution centers.
• Excellent follow-through and communication skills.
• Preference for non-call center type customer service experience.

Work Environment

The role is onsite at a manufacturing site, working in a small cubicle area for the Admin team. The schedule is Monday to Friday, with options of 6am-2:30pm or 7am-3:30pm shifts, including a 30-minute lunch break.