Customer Success Advocate, EV

Customer Success Team Lead

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 intuitive Customer Success Team Lead 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

Benefits

• 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 ($22 - $26 hourly)

Position Purpose

• This position manages Electronic Vehicle, Product Recall, Specialized based customer channels, and excellent customer service. Our EV team requires familiarity with technical processes, fast data entry skills, diligence within complex software applications and excellent communication.

Essential Functions & Principal Accountabilities

• Being physically present at the worksite when required.
• Manages and supports EV and Specialized customer program order-based channels.
• Understanding complex product applicability information, such product to vehicle compatibilities
• 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
• Works with internal partners, Operations, Logistics, Sales, Project Management, Marketing, Product Management, and Project Management address Customer Opportunities, sales quotes, and concerns.

Additional Responsibilities

• ISO compliance and support
• Take responsibility for the safety of self and others at all times.
• Take responsibility to eliminate accidents, injuries & hazards at all times.
• Observe and act in accordance with all applicable laws & regulations & company policies.
• Other duties/projects as assigned.

Knowledge/Skills/Abilities

• Reasoning ability
• Ability to work overtime.
• Basic math skills
• Excellent critical thinking skills
• Excellent time management skills
• Solid writing skills
• Organization ability
• Ability to prioritize
• Basic knowledge of MS Office
• Problem resolution and triage experience

Education/Training/Experience

• 1-3 years of Customer service experience
• MS Office Suite Experience required
• CRM Experience
• EV/Automotive parts supply chain experience preferred.

Technology

• MS Office skills
• Good keyboarding skills
• Power BI report consumption skills optional
• Dynamics 365

Personality Characteristics

• Highly initiative-taking, able to engage and motivate Team members positively.
• Detailed and Customer Satisfaction-oriented
• Excellent written and oral communication skills
• Ability to present ideas in a business-friendly and user-friendly language.
• Strong collaborative skills
• Comfortable working in a fast-paced, collaborative environment.
• Able to prioritize among competing priorities.
• Proactive
• Self-motivated
• Outgoing & enthusiastic
• Courteous
• Dependable

Essential Physical Demands

• Sitting
• Lift and/or moving materials up to 10 lbs.
• Carrying up to 10 lbs.
• Visual acuity
• Reaching with hands and arms
• Talking clearly
• Hearing
• Use hands to finger, handle or feel objects, tools, or controls.
• Repetitive motions
• Reaching
• Bending
• Standing
• Climbing
• Crouching

Primary Environment

• Indoor work environment
• Ambient room temperatures
• Lighting & traditional office equipment as found in a typical office environment.

Supervisory Responsibilities

• None

Note: This description is based on management's assessment of the requirements and functions of this job as of the date this description was prepared. It is a general guideline for managers and associates, but it does not purport to be an exhaustive list of all the elements of the job. Management reserves the right on a temporary or indefinite basis to meet production, scheduling or staffing needs through the assignment or re-assignment of job duties or any other appropriate means. The physical movements or activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The company is not required.

EEO Employer Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing View email address on click.appcast.io.

Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Acknowledgements & Consent

American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:

Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and

Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.