Customer Experience Advocate
Role Summary
The Advatix® Customer Experience Advocate is responsible for providing and maintaining a positive customer experience through timely responses to customer contact inquiries and dispatch support. This role will also support reporting needs for the company, launch project coordination, and national customer operations support. The Customer Experience Advocate reports to the Customer Experience Manager and will work 100% remotely, visiting the office for the one-off in-person meeting or training.
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Key Results Area
Answer & Case all customer calls promptly and professionally 40%
Enter order processing information quickly and accurately.
Complete all inquiries regarding track and trace requests and communicate status to customer
Maintain excellent working knowledge of client's products and services
Identify opportunities for new service or product enhancements and communicate this with leadership
Provide accurate service and pricing information
Dispatch Orders 40%
Responsible for the on-time pickup and delivery coordination of customer service requests; to drivers & carriers
Maintain professionalism, respect, fairness, and dignity in all driver relationships
Orientation and motivation as required relating to the drivers and couriers
Recognize and prioritize—alert for immediate dispatch
Identify and ensure all customers are given 100% performance on deliveries
Ensure on-time work completion and prompt pickup per established standards of service
Manage and Support North America dispatch boards
Monitor routes as stated in clients' SOWs
Provide leadership with information on equipment failures and problems
Account Management 20%
Create, maintain, and distribute critical reports and scorecards for assigned National Customers, Business Partners, and internal departments
Assist with new account setup and maintenance of client accounts
Other duties as assigned
Skills & Qualifications
High School Diploma or GED
Some college hours preferred
Minimum of 2-3 years of Customer Experience or Dispatch work
Excellent verbal, written, and interpersonal communication skills
Typing skills of 45+WPM
Knowledge of North American markets and terrain
Advatix®, Inc. is one of the world's leading providers of eCommerce Supply Chain and Logistics Consulting Services and Solutions that enables its clients to transform their operations for speed, service, and cost of fulfillment and delivery of goods and services. We are committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer.
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