Customer Care Advocate II

Position Summary:

The Customer Care Advocate II 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

An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA II is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA II has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our 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 and continuous improvement

• Collaborates with other teams to drive resolution/shipment on open order reports

• 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

• Handles customer escalations, autonomously with first contact resolution when possible.

• Work with internal teams with a high sense of accountability and urgency

• Works with internal partners (Credit, Planning, Shipping, etc…) to drive resolution on customer-impacting issues

• Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids

• Escalation point for newer associates within customer care department

• Handles conflict situations effectively, with a minimum assistance

• Handles complex customer inquiries with expanded product knowledge

• Proactively suggests product substitution/interchanges independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation

• Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.

• Provide product interchange as required when customer places an order or is requesting a quote

• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings

• Provide ongoing advanced technical support to all internal stakeholders as required.

• Calls are recorded for training and quality purposes

Education, Experience & Skills Required:

• High School diploma required. College degree or equivalent work experience preferred

• Three years of professional Customer Care experience required

• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45 words per minute

• Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.

• Intermediate Excel Skills required

• Experience with Oracle &/or SAP (or other ERP systems) required

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required

• Experience navigating and utilizing corporate websites & eCommerce platforms required

• Demonstrated mechanical or technical aptitude & ability to read drawings desired.

• Team oriented with the ability to influence others

• Consistently demonstrates patience and approachability with other team members

• Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges

• Consistently demonstrates situational adaptability and resourcefulness

• Excellent communication/interpersonal & organizational skills

• Excellent ability to manage daily workload