Campus Pride Jobs

Position: Customer Care Advocate

Location: Florence, Kentucky - OR - Milwaukee, Wisconsin-HQ - HYBRID

Reports To: Supervisor, Customer Care

SCOPE OF ROLE:

The Customer Care Advocate I 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. CCA1 receives general product, systems, and process training on all general MCS products.

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.

MAJOR RESPONSIBILITIES:

• Dedication to 80-20 overserve strategies

• 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.

• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

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

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

• Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products

• Participant in training initiatives within department

• Calls are recorded for training and quality purposes

MINIMUM QUALIFICATIONS:

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

• Two years of professional customer care experience preferred (CCAI)

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

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

• Basic to Intermediate Excel Skills preferred

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

• Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred.

• Experience navigating and utilizing corporate websites & eCommerce platforms

• Demonstrated mechanical or technical aptitude preferred

• Demonstrated patience and approachability with other team members

• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges

• Able to show situational adaptability and resourcefulness

• Strong communication/interpersonal & organizational skills

• Strong ability to manage daily workload

#LI-HYBRID #LI-AB1