Customer Advocate

Position Summary:

The Customer Advocate will interact with the company’s customers by addressing inquiries and resolving complaints, ensure optimum inventories are monitored, manage shortages and educate customer on proper linen utilization and preventing loss of linens, expand the product and service mix at current customers.

Supervisory Responsibilities:

• None

Duties/Responsibilities

• Interacts with customers via telephone, email, online chat, and most importantly, in person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Create standard orders for each customer that can be used, when necessary, in leu of customer’s order.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, works within the Sales team, Crown Linen distribution teams, or with the General Manager to resolve.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned. 
• Ability to identify areas for increased wallet share (RPP increase) items within customer accounts and sell to customer.  

Required Skills/Abilities: 

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software, including Sales Force.
• Ability to build and maintain business relationships with clients.
• Excellent time management skills.
• Ability to multitask and complete work while traveling.
• Thorough knowledge of territory, market, and clients.
• Excellent problem-solving skills.
• Organized with attention to detail.

Education and Experience:

• High school diploma or equivalent.  College degree or industry field experience preferred. 
• Customer service experience required.

Physical Requirements: 

• Ability to travel daily and spend most of the day in a vehicle.
• Valid driver’s license and no major driving violations.
• Must be able to lift 50 pounds at times.

• Prolonged periods of standing and/or sitting at a desk and working on a computer.
• Must be able to lift 50 pounds at times. 
• Must be able to push / pull cart carts of linens in excess of 500 pounds.