Customer Service Advocate

Overview

Autonomy, Action, Customer Service and Decision Making

As the person responsible for supporting the Service Organization you will report to our National Process Service Manager and be in a position to make a significant impact on our customers' satisfaction as well as the overall success of these busy business unit. (our internal title for the role is Service Operation Coordinator)

You will accomplish this by using business acumen, exceptional organizational skills as well as your outstanding interpersonal abilities to interact and serve our customers, in turn, making them raving fans of the company. In doing so, you will keep up-to-date with the activities of our service group, so as to be best support and coordinate the Service Organizations' business needs.

All of this in a organization known for its outstanding culture and family atmosphere

(learn more about us on our Glassdoor page)


Responsibilities

Although not exhaustive, here is an overview of what might be expected on any given day:

• Interact with both internal and external customers as you help to open, coordinate, and manage service orders and service projects.
• Specifically support local Field Service Managers (FSM's) and Field Service Engineers (FSE's) in the assigned office(s).
• Rout incoming calls from internal and external customers when resolution of issues are required.
• Some tasks may include producing quotes, scheduling and deploying FSE's, opening cases in Salesforce, assisting with requisitions and PO's, creating, and managing Ellison Service Agreements, invoicing customers, inventory management functions.
• (As you can see, this position has it hands through out the business!)

In sum, you will need to be able to juggle many competing priorities while maintaining that positive, outgoing attitude that makes you, you!


For the right person, this will be energizing and exciting and not stressful and cumbersome.


Qualifications

When we look at what we might expect the right candidate to possess in terms of experience and skills, the following is good representation:

• Of course, organizational skills as well as PC skills (Especially MS Office)
• Strong customer service experience (internal and / or external) and ability is critical
• CRM (or similar) Business System literacy to apply and execute all the processes within the Service Organizations.
• An ability to interact at all levels of an organization and to look for solutions to the challenges you will face.
• Excellent communication skills
• Ability to multi-task by evaluating and prioritizing various projects to ensure timely and accurate completion while working with minimal supervision

"The Ellison Way principles continue to drive our company forward. The Ellison Way principle of Adaptation will ensure that Ellison will evolve to further grow market share, strengthen our relationships with our key partners and our customers. The major focus moving forward must be on the development of Ellison's most valuable resource - its people."
Graham Hooper (CEO)

"Ellison Technologies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law."