Victory Packaging Customer Service Advocate in Jessup, Maryland
The Customer Service Advocate receives and processes material orders directly from customers via telephone, internet, or fax in a timely and accurate manner. May also receive order data from sales representatives. Requires detailed data entry into company designed computer system and communication with internal resources regarding needs of client. Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
Some college preferred
Six (6) months customer service experience or six (6) months experience in an office environment
Analytical Skills - Highly effective analytical skills, ability to quickly identify and understand problems and select appropriate resolutions
Interpersonal, verbal and written communication skills
Fluency in English required, verbal and written; bilingual skills preferred for some locations
Excellent speed and accuracy in data entry skills (prefer 60 wpm)
Ability to create and edit documents in MS Office: Word and ExcelAbility to identify issues and communicate with team or management
Available to work the last day of each month to process closing of month end.
Essential Functions/Job Duties:
Receive and enter order data into computer system.
Print shipment documents for processing by warehouse.
Receive and resolves most customer complaints.
Track returned merchandise reason codes and makes adjustments to improve service quality.
Consult with production, warehouse and drivers to expedite or trace missing or delayed shipments.
Compile quality measures and prepare various reports for management.
Closely follow all established policies, guidelines and pricing for customer accounts and service.
Work closely with sales team to identify new opportunities for customers.
Provide timely feedback to management team regarding service failures or customer concerns.
Partner with sales representative and warehouse team to meet and exceed customer's expectations.
Additional Functions/ Job Duties
Other duties as assigned
Cross train in other functional areas of facility (e.g. accounts payables, accounts receivables)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands and fingers to type or handle. The employee is occasionally required to stand, walk, sit, stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is usually quiet to moderate.
This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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.
Category: Customer Service
Req ID: CUSTO01550