Customer Advocate

Job Description

Job Description

Why join Seegrid?

Seegrid is the leading provider of self-driving industrial vehicles. We develop and deliver mobile robots and enterprise software for global leaders in logistics, manufacturing, warehousing, and e-commerce. Our suite of solutions includes vision-guided vehicles, fleet management software, actionable analytics, and best-in-class service and support. Our unique and proven technology sets us apart-our automation solutions have safely driven millions of autonomous miles in real production facilities without a single personnel safety incident. We are seeking energetic, bright, and friendly people to help achieve our vision: to fortify global supply chains and create profitable economies with safe, seamless, and smart mobile robotics solutions.

About The Role

The Customer Advocate provides superior customer service to customers, partners, vendors and internal teams. The right applicant understands customer needs, probes to recognize opportunities, solves problems and recommends solutions. They also support quick response and resolution times by coordinating with internal teams and information-gathering from customers prior to escalation. They have a passion for creating a remarkable customer experience.

Responsibilities Include:

• Monitor and triage incoming customer support requests via phone & email. Requests may be for remote support, on-site service, part & quote requests or general product questions.
• Analyze and offer solutions to customers using documented procedures, available tools, and personal knowledge.
• Address customer concerns in real-time and if possible resolve their issues, communicate resolution to the end user, and obtain customer sign-off before closing ticket. If unable to resolve, thoroughly document the ticket with actions taken in an attempt to resolve and escalate the ticket in accordance with department operating procedures.
• Log and track all support actions in CRM database
  
  

Required Qualifications:

• Excellent interpersonal skills with ability to build effective relationships at all levels of the organization, customers, and partners
• Excellent oral and written communication skills and commitment to world class customer service
• An assertive personality, high energy level and resilient character
• A high level of integrity in all business dealings
• Ability to interact with the team, remaining flexible, proactive, resourceful, and efficient.
• Strong attention to detail
• Ability to handle multiple priorities simultaneously.
  
  

Desirable Qualifications:

• Associate's degree or equivalent in technology or business-related field and 0-2 years of relevant experience.
• In lieu of a degree, high school diploma or GED and 1 year of relevant experience.
• Strong time management and organization skills
• Experience utilizing CRM tools; Salesforce experience is a plus
• Hardware, software & robotics experience a plus
  
  

Seegrid has been recognized nationally as a Best-Place-to-Work. We'd love to have you join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.