Customer Service Advocate

The Customer Success Advocate (CSA) is responsible for providing and achieving outstanding customer service and total satisfaction with existing and prospective customers while building positive customer relationships to help enable development of new business opportunities.  They will handle customer order management along with communication and coordination throughout the supply chain and factories.  They will also support the Sales Engineers and Application Engineers with customer projects and overall business, assisting in achieving sales and profitability goals.

Tasks and Responsibilities

• The primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and prospective customers while operating within established procedures.


• Act as the customer’s primary point of contact for all commercial inquiries


• Direct customer communication via telephone and email


• Develop and maintain strong customer relations while projecting professionalism


• Provide information (pricing, inventory availability, order status, etc.) and handle customer requests in an accurate and timely manner


• Perform Account Management: Monitor and optimize sales growth and profitability, Outgoing sales calls to customers and target accounts, Follow up on quotations and projects, Drive customer satisfaction


• New customer account management including customer set-up, and credit information


• Customer order management including processing of quotes, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time delivery


• Monitor customer orders: Minimum order and line values, profitability, and costs


• Process customer complaints and assist with investigation and corrective actions


• Communicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager.


• Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer projects and overall business.


• Joint sales visits to customers with Sales Engineers


• Attend additional training as needed

Education and Experience

Required:

• Minimum 1 year of experience in a customer service position preferred


• Bachelor’s degree required


• Knowledge of basic business sales and marketing practices

Preferred

• Technical Degree (Engineering or the Sciences) a plus


• Knowledge of rubber/plastic products is beneficial


• Familiarity with ISO quality requirements is beneficial


• Familiarity with technical prints is beneficial