Customer Success Advocate, EV

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.

• 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 Position

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.

This is a customer-engaging position that must meet and exceed all Customer Success metrics, including performance 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.

• 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 as 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 to address Customer Opportunities, sales quotes, and concerns.

• 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.

• 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

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

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

• 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

• 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