Customer Support Advocate

Job Summary:

Under minimal direction, a Customer Support Advocate acts as the primary customer contact orchestrating all interactions between the customer, our suppliers and Gosiger’s internal support teams. This individual’s efforts are dedicated to delivering projects on time, in scope and on budget. A successful Customer Support Advocate builds solid stakeholder relationships, maintains accurate schedules and Rolling Action Item Logs (RAILs), clearly communicates requirements to & from all stakeholders & escalates issues to appropriate levels of management when additional attention or resources are required.

The incumbent is accountable for overseeing all project tasks from order entry to customer sign-off & is responsible for managing and delivering our products and services in accordance with customers’ expectations.

Salary Range: $70,000.00 - $80,000.00 per year Essential Responsibilities and Accountabilities:

Prepare machine & accessory purchase orders based on Purchase Order Commitment (P.O.C.) content

Verify order accuracy & the existence of a clear project S.O.W.Coordinate & track all machine and accessory orders from initial placement through delivery & implementation

Clearly convey project objectives to all team stakeholders (internal & external)
Responsible for leading all project related communication between customer, suppliers & Gosiger internal teams

Facilitate team collaboration & problem solving

Coordinate shipping, receiving & logistics between vendors and the customer

Gather & deliver all necessary pre-installation documentation & work instructions to the customer (ie power, foundation, oils, fluids, etc)
Develop & maintain a clear, timely, accurate & well understood project schedule

Track execution progress making sure all milestones are met on time, properly documented & shared with the team Continually check project’s progress relative to stated project objectives

Track incoming deliverables; see that those in need of expediting are expedited

Conduct regularly scheduled, customer & execution team meetings updating project progress

Prepare meeting summaries to keep team members apprised of new issues & critical details

Address the notification & clarification of ongoing task assignments & action items

Continuous evaluation to determine the root cause of plan deviations along with corrective action

Schedule & coordinate customer training

Manage all variables required to meet customer acceptance criteria

Assist division management in providing “project autopsy” reports at the conclusion of projects

Be Gosiger’s customer liaison; set, control & maintain customers’ expectations throughout the order execution process

Essential Qualifications Bachelor’s Degree in business or technical field (or equivalent work experience); PMP Certification preferred2 Years work experience in a project management or a project fulfillment role Strong initiative and self-starter

Effective planning and organization skills

Good judgment and decision-making

Demonstrated teamwork

Excellent written and verbal communication skills

Good problem solving & analytical skills

Able to work with minimum supervision

Rapidly adapt and respond to changing environments and priorities

Experience with project management tools (I.E. MS Project, MS Excel and MS Word)
Auto Cad or equivalent experience is a plus

Working Conditions:

Extensive PC use, significant time at a computer workstation in front of a monitor

CRT viewing and key entry

Internal/external customer communications with vendor contact

Extensive internal/external stakeholder communication (email, in-person, video, text, etc.)Frequently in a manufacturing environment, either at Gosiger or in customer facilities

Office & manufacturing work environment which includes moving mechanical machine parts, potentially loud equipment with exposure to a variety of non-hazardous and hazardous chemicals and airborne particles

Perks and Benefits :

Medical, Dental, and Vision Insurance Short- and Long-Term Disability Paid time off and holiday pay
401K plan with company match

Maternity and Paternity leave
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