Customer Care Advocate
Core
Primary contact for customer orders, quotes, and product inquiries, resolving issues with limited authority to ensure a seamless customer experience.
Role type
Senior Customer Care Advocate
Builds
Customer loyalty and effortless customer experience
Domain
Industrial manufacturing (power transmission, automation, motion control)
Deliverable
client delivery
Required skills
Customer care experience, ERP systems (Oracle/SAP), CRM platforms (Salesforce/Dynamics), eCommerce tools, conflict resolution, product substitution, keyboarding speed
Preferred skills
Mechanical/technical aptitude, reading technical drawings, training new associates
Technologies
MCS eBusiness, SharePoint, MS Teams, Windows OS, Excel, Oracle, SAP, Salesforce, Microsoft Dynamics
Responsibilities
Handle internal & external customer inquiries regarding quotes and orders; Collaborate with internal teams (Credit, Planning, Shipping) to resolve open order reports; Handle customer escalations with first contact resolution; Proactively suggest product substitutions; Contribute to training initiatives and job aids; Manage daily workload and prioritize tasks to meet organizational goals.
Seniority
Mid-level, hands-on IC