What are the responsibilities and job description for the Customer Advocate position at Quantix?
Description
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 (. 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
Requirements
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.
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