Customer Success Advocate

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

• 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

Essential Functions & Principle Accountabilities

• This position manages primary order channels, customer engagement, and excellent customer service. Our Core 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 team 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.

  Knowledge/Skills/Abilities

• Being physically present at the worksite when required
• Manages and supports primary order channels from phones, emails, chat, PO confirmations, and VIP/National Accounts.
• Meets and exceed metrics for:
  • Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR  (abandoned Rate), Conversion Rate (CR)
  • Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints
  • Escalating inquiries according to their urgency
• Trains and mentors team members
  • Participates in training and mentoring of more inexperienced team members for E-comm channels
  • Produces training documentation for managing key customers accounts, including contacts and account specific order processing E-comm channels
• 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

Education/Training/Experience

• 2 Years customer service experience required
• MS Office Suite experience required
• CRM Experience preferred
• Customer Service peer training experience preferred
• Customer escalations, problem solving and triage experience preferred

   Technology

• Familiarity with ERP/CRM Systems
• MS Office skills
• Excel and Word

#zip