Customer Advocate

Description

Summary

As the Vanguard of our organization, the Customer Advocate is responsible for connecting, engaging, and advocating for our customers. Carlson Company focuses our culture and operations on the customer experience and delivering value. The Customer Advocate’s success is demonstrated by our customer satisfaction, retention, and return. 

The successful candidate will be someone that looks for reasons to say “yes!” and is passionate about providing the best customer experience possible. This person will be able to multitask while supporting customer needs and understands the importance of timely and accurate communication.  

Primary Responsibilities

• Leads by example with a Safety First mindset in every task
• Proactively communicate with customers on their needs, quotes, and orders
• Follows up with customers on quotes and maintains feedback in Customer Feedback Form
• Engages with customers to better understand what their needs are
• Input vendor pricing into our software system
• Keeping accurate records of customer interactions and coordinating with other teams as necessary
• Manages customer thank-you notes initiative 
• Supports Customer Service and Sales to ensure the customer is communicated to in a timely manner
• Supports Logistics as necessary to ensure timely order delivery and status notification
• Other duties as assigned 

Requirements

Education, Experience & Qualifications

Minimum 

• High school diploma or equivalent
• At least two years experience in customer support role or substantially similar role

Preferred

• Bachelor of Arts/Science in Business Administration or other related field
• Five or more years experience in customer support role or substantially similar role

Skills & Characteristics

• Passionate about customer service and task fulfillment
• Excellent interpersonal and negotiation skills with a willingness to work across functions
• Strong strategic thinker with excellent execution skills
• Good organizational, analytical, problem-solving, and planning skills with attention to detail
• Embrace working a small business environment 
• Demonstrates a positive attitude and promotes cooperation with supervisors, peers, and others.
• Proficient user of an Enterprise Resource Planning (ERP) system
• Proficient user in Microsoft Office applications to include Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams