Customer Service Advocate (No Relocation Offered)

DESCRIPTION: Grow sales by differentiating Dynatect through providing exemplary service to its customers. Primary liaison between customers and Dynatect. Provide timely and courteous support for all customer inquiries, such as placement of new orders, pricing for existing products, order status, and expediting, both electronically and via phone.

To accomplish this, it will require the Customer Service Advocate to:

1. Support budgetary goals for Dynatect’s external representative network, as assigned.
2. Assist in resolving all product and service problem concerns between the customer and Dynatect’s internal resources. Provide return authorization numbers, as needed.
3. Perform all order support functions across applicable product groups.
4. Distribute or address all incoming calls to Dynatect’s main phone line.

The Customer Service Advocate’s PRIMARY RESPONSIBILITIES

1. Works in a safe and courteous manner.
2. Actively support and participate in meetings, strategic initiatives, group goals and continuous process improvement efforts.
3. Meet or exceed individual productivity, quality, and financial goals as assigned, measured by the department’s key performance indicators.
4. Work with internal and external stakeholders to identify and support sales growth areas for Dynatect in your assigned territory.
5. Respond to customer order status requests.
6. Coordinates expedite requests with Dynatect’s production planning department.
7. Support engineering efforts by managing and organizing drawings and templates for approval, to validate Dynatect’s design prior to starting the manufacturing process.
8. Administer order requirements via specific customer portals, as assigned. Extract relevant data according to Dynatect’s internal process/order management requirements.
9. Process customer requests for credits and refunds according to established company policies and guidelines.
10. Provide return authorization numbers and instructions to customers and representatives with warranty claims or product failures.

The Customer Service Advocate’s SECONDARY RESPONSIBILITIES

1. Schedules ship dates for orders within established guidelines as needed.
2. Understand and adhere to the Customer Service department “backup” policies.
3. Actively supports and participates in meetings, strategic initiatives, group goals, and continuous process improvement efforts.
4. All other duties as assigned.

The Customer Service Advocate’s SUPERVISORY RESPONSIBILITIES:

1. None.

SKILLS AND ABILITIES

1. Proven record of stable work history and good attendance required.
2. Ability to communicate effectively both orally and in writing required.
3. Basic math skills are required.
4. Strong computer skills (database, word processing) and navigational ability among various business system software required.
5. Organizational skills to maintain files and records effectively required.
6. Previous telephone customer service or sales experience in a manufacturing environment is strongly preferred.
7. Accurate data entry skills. Prior experience with database systems preferred.
8. Knowledge of Microsoft Office Suite products (Word, Excel) to assist in developing and maintaining reports and data collection efforts preferred.

Qualifications

KNOWLEDGE AND EXPERIENCE

1. High School Diploma / GED or higher-level education required.
2. Previous Customer Service or related experience preferred.
3. 2- or 4-year degree from post-secondary education preferred.