Customer Care Advocate
Salary - Competative based on experince
Location - Bedford
Position Summary - Customer Care Advocate:
The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. Receive general product, systems, and process training on all general IPS products.
The Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.
Responsibilities:
Dedication to 80-20 overserve strategies
Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures.
Responsible for building strong customer relationships and delivering customer-centric solutions
Support corporate initiatives designed to overserve our customers while providing an effortless customer experience
Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals.
With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Handles standard customer escalations, autonomously with first contact resolution when possible.
Work with internal teams with a high sense of accountability and urgency
Work with Distribution Centre operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products
Order status update - expediting the order by working closely with production & purchasing team
Participant in training initiatives within department
First contact of completing supplier portal or Supplier application form request & conflict mineral due diligence by the customers
Issuing FOC order, Credit note & tickets (creating or changing account etc.)
Collaborate with relevant team members to check Country of Origin for the parts (preferential origin)
Answering the phone calls Education, Experience & Skills Required - Customer Care Advocate:
High School diploma required. College degree or equivalent work experience preferred
Two years of professional customer care experience preferred
Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
Basic to Intermediate Excel Skills preferred
Experience with SAP
Experience with CRM platforms such as Salesforce
Experience navigating and utilizing corporate websites & eCommerce platforms
Demonstrated mechanical or technical aptitude preferred
Demonstrated patience and approachability with other team members
Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Able to show situational adaptability and resourcefulness
Strong communication/interpersonal & organizational skills
Strong ability to manage daily workloadLeadership Competency - Customer Care Advocate:
Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
Manages Conflict - Handling conflict situations effectively, with a minimum of noise.
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Engineering sectors.
For information on other roles, we have available please call (phone number removed) for further details