Contract: Customer Care Advocate / US

The client is currently recruiting a Customer Care Advocate to work on a 6-month initial contract.

The Customer Care Advocate provides professional customer service to customers in regards to pricing and order inquiries.

RESPONSIBILITIES

• Fields customer inquiries leading up to and after order placement to provide a positive customer experience.
• Answers all customer inquiries received by phone, email and chat in a timely and thorough manner; documents these interactions in Customer Relationship Management (CRM) database.
• Demonstrates channel versatility and aptitude on multiple customer communication channels
• Utilizes sales and manufacturing databases for all sales entities to provide informed order and shipment status updates.
• Provides quotes and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase.
• Reviews orders to screen for most common issues and clarifies any missing/unclear information.
• Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution to the customer's satisfaction.
• Provides administrative support for sales team.
• Drafts, reviews and maintains work instructions and process flow documentation for individual accounts.
• Demonstrates behavior consistent with the Core Values.
• Performs other duties as assigned.

REQUIREMENTS

• Associate's degree with 2 years customer service experience required; Bachelor's degree preferred.
• Excellent computer skills (including Microsoft Office applications and proficiency in typing) required.
• Previous experience in customer service or related field preferred.
• Previous experience with SAP or Salesforce preferred.