Customer Service Advocate


Greenville, IL, USA

Full time

May 18

Remote Opportunity -- 9:30 AM - 6:00 PM

Major Responsibilities

  • Provides customer service regarding shipment/delivery, returns, credit, order status, corrections, and other customer concerns.
  • Proactively raise issues with customer, such as:
  • Process holds, track & process backorders
  • Manual touches (e.g. updating portals with tracking)
  • Address ad-hoc customer requests, such as:
  • Guide customers on self-service options
  • Provide quotes, pricing and freight estimates
  • Complete order entry
  • Provide credit validation / reconciliation
  • Address sample and product shopping requests
  • Conduct stock checks and vendor/item inquiries
  • Issue resolution (delivery issues, credits, returns)
  • Managing inbound and outbound phone calls and email
  • Track requests against service level limitations, and manage communications protocol around unavailable services
  • Address bids routed from sales
  • Follow up on and track customer satisfaction
  • Route customer master, specialized reporting, custom account modification requests and specialized items to Sales Ops or Competency Center as appropriate
  • Works with internal software and database to update customer order status.
  • Understands and demonstrates Essendant Core Values.
  • Performs other duties as assigned.

Skills/Knowledge Required

  • Relationship development with assigned customers
  • Competency in completion of care services that can be provided without manual effort (e.g. quotes)
  • Mastery of efficient completion of care services that can be provided without manual effort (e.g. quotes)
  • Competency in addressing the range of care requests requiring manual efforts
  • Tight coordination with other paired resources (sales) to ensure complementary efforts
  • Proactive issue identification & resolution
  • Strong problem solving, communication and customer service skills
  • Familiarity with service level limitations & addressing the range of care requests requiring manual efforts
  • Ability to communicate with customers (internal/external) and create a positive image of the Company.
  • Ability to plan, prioritize and organize assignments.
  • Ability to demonstrate good judgment skills and apply general rules to specific situations.
  • Demonstrated high level of initiative with the ability to multi-task and work in a fast-paced environment.
  • Excellent written, verbal, interpersonal and phone skills.
  • Industry knowledge is desirable.
  • Basic computer proficiency including MS Office applications (Word, Excel, Access).¬†Siebold tracking tool knowledge helpful.

Education and Experience

  • High School diploma or GED required.
  • Prior 6 months to 1 year of customer service or internal care related experience preferred
  • Remote experience is a plus

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