Customer Advocate

Job Summary

The Customer Advocate will play a critical role in providing exceptional customer experience for our high-touch customers. The Customer Advocate will act as a liaison between the customer and internal departments to manage the overall relationship, resolve critical issues, track KPIs, and maintain strong communications with all external and internal stakeholders. The main objective is to create and maintain a positive and seamless customer experience and ensure retention of the customer.

Key Responsibilities

Customer Relationship Management

• Manage customer relationships ensuring satisfaction and retention
• Serve as the primary point of contact in all matters related to escalated client concerns and needs for pricing, contracts, billing, credits, quality and other related inquiries
• Develop deep understanding of customer contracts, including rates, billing, quality and safety requirements, KPIs
• Understand systems and tools required to maintain customer service and expectations of data management, order entry, etc.
• Remain informed of market data, service impacts related to regulatory issues, weather or otherwise and share with customer, as necessary

Cross-Functional Engagement

• Develop strong relationships with internal teams who can help strengthen the customer experience, including Commercial, Operations, Billing, Quality, Safety, Customer Service
• Oversee and audit required customer processes with Operations and Customer Service teams
• Suggest (or lead, where appropriate) opportunities and initiatives that will positively impact the customer experience, including continuous improvement efforts
• Partner with Commercial to address strategic customer needs, support new business and RFP opportunities
• Work with Commercial partner to discuss price changes based on business and market
• Manage price increase communications with Commercial
• Manage customer forecasts, communicating updates with Commercial and Operations

Performance Monitoring and Optimization

• Track all customer KPIs and escalate necessary actions based on status
• Ensure timely and accurate reporting as requested by customer
• Audit internal processes required by cross-functional teams, where necessary
• Perform audits of invoices to ensure compliance with billing requirements
• Manage QN timelines and associated customer SLAs

Communication

• Meet with customers frequently for status reviews (e.g. MOR, QBR), prepare materials for all meetings including scheduling, content development and reporting out of any actions or feedback to department leaders
• Meet frequently with Commercial partner, Division General Manager, and Division President to review account, customer satisfaction, trends

Minimum Requirements

• 5 years of experience in Account Management, Customer Success, Customer Service or Commercial roles
• Strong understanding of supply chain and logistics processes, including transportation, warehousing, and distribution
• Excellent communication and interpersonal skills, with a customer first mindset
• Problem-solving skills and the ability to remain calm under pressure
• Strong organizational skills and attention to detail.
• Ability to work collaboratively in a fast-paced environment

Preferred Qualifications

• Experience in a supply chain or logistics company
• Familiarity with transportation management systems (TMS) or warehouse management systems (WMS)
• Familiarity with SAP or other systems used for data capture and integration
• Proven track record of improving customer experience

Travel Requirements

• 20% travel may be required for customer meetings, internal meetings, audits, etc.