Customer Advocate

The Customer Advocate is a primary point of contact for customers, focused on delivering a positive experience by addressing inquiries, resolving issues, and providing accurate information. This role requires strong attention to detail, a customer-first mindset, professionalism, and adherence to safety and risk management standards.

The ideal candidate is a collaborative team player who contributes to team goals, supports colleagues, and helps create consistently positive experiences for customers and teammates. We’re looking for someone who enjoys fostering a positive workplace and brings a good-natured sense of humor while contributing to overall customer success.

Responsibilities

The Role’s responsibilities include, but are not limited to:

• Respond to customer inquiries via email or chat in a timely and professional manner
• Resolve customer issues efficiently while ensuring accuracy and completeness
• Maintain detailed and accurate records of customer interactions
• Identify customer needs and provide appropriate solutions or escalate when necessary
• Demonstrate empathy and a strong commitment to customer satisfaction
• Follow company policies related to safety, compliance, and risk management
• Collaborate with internal teams to improve processes and customer experience
• Continuously seek opportunities to enhance service quality and improve customer outcomes
• Identify recurring customer issues and provide feedback to improve processes, tools, and overall experience

Skills

• Strong attention to detail and commitment to accuracy in all customer interactions
• Customer-first mindset with the ability to build trust through empathy and responsiveness
• Professional, courteous, and positive communication style (written and verbal)
• Ability to follow established procedures while maintaining flexibility to solve problems
• Awareness of safety, compliance, and risk management standards
• Ability to protect sensitive customer information and maintain confidentiality
• Collaborative team player who contributes to a positive work environment
• Strong organizational and time management skills
• Proactive approach to identifying improvements and enhancing the customer experience
• Comfortable working with CRM systems and documenting customer interactions accurately

Attributes

• We believe the most productive teams are those that:
• Do work that interests, challenges, and professionally develops them
• Do things that contribute to the success of the company and team
• Like and respect the team members they work alongside every day
• As a result, we hire for Culture First, and are looking for candidates who possess the following:
• Action oriented, self-motivated, self-starter with a solution oriented mindset
• Curious, innovative, and creative
• Glass half full optimism
• Natural problem solver, not afraid to ask questions and adept at learning new things rapidly
• Humble Leadership / Team Oriented
• Operates from the position of “do what’s best for the business and team”

Qualifications

• High school diploma or equivalent (required); associate or bachelor’s degree preferred
• Previous customer service or support experience preferred
• Strong communication and problem-solving skills
• Ability to multitask and work in a fast-paced environment
• Basic computer proficiency and familiarity with Salesforce CRM
• Experience with branch based industrial distribution preferred; heavy-duty trucking industry a plus

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor