Customer Success Advocate- Ecommerce

Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods (Hazmat), making the world a safer place.

At Labelmaster, we are way more than labels.  We sell and manufacture products, develop software and provide services for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses.

We are looking for an experienced Customer Service Advocate who:

• Does not want to work in Corporate America
• Wants to make a difference every day at work
• Wants to have true work/life balance
• Loves to learn new things
• Has ideas on how to make things better

Benefits

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($20-$24 hourly)
• Hybrid work schedule

Position Purpose

This position manages E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication.
This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.

This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.

Essential Functions & Principal Accountabilities

Being physically present at the worksite when required
• Manages and supports E-commerce Accounts & E-procurement channels
• Meets and exceed metrics for:

1. Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
2.  Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints
3. Escalating inquiries according to their urgency

• Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines
• Always represent Labelmaster professionally

Skills and Attributes We’d Like You to Have

• Familiarity with ERP/CRM Systems
• Familiarity with E-comm based applications
• MS Office skills
• Excel and Word
• Meet daily phone coverage requirements 4-6 hours daily
• Meet daily order entry requirements for assigned team
• Answer & respond to customer questions within 24 hours
• Attend and participate in weekly meeting
• Answer phone within 7s 
• Answer customer questions
• Take customer orders
• Represent LabelMaster professionally at all times

Experience We’d Like You to Have

• E-commerce / E-procurement
  o Ariba
  o Coupa
  o True Commerce
  o Web based order platforms
  • Support of external and internal Customers
  • Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
  • Solid understanding of Customer Satisfaction metrics (NPS)
  • Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
  • Desired: Knowledge of Dangerous Goods regulatory environment

Education/Training/Experience

• High School diploma or equivalent
• 3-5 year customer service experience preferred
• MS Office Suite experience desirable

#zip