Customer Service Advocate

Employer
Victory Packaging
Location
Jessup, MD
Posted
Apr 20, 2017
Closes
Apr 21, 2017
Function
Customer Service
Industry
Other
Hours
Full Time
**Requisition Number** 17-0125 **Post Date** 4/7/2017 **Title** Customer Service Advocate **City** Jessup **State** MD **Description** Provide exceptional customer service to our customers in order to exceed our customers' expectations. 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. + 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 (eg accounts payables, accounts receivables)Physical DemandsThe 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.Work EnvironmentThe 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. **Requirements** + 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 Excel + Ability to identify issues and communicate with team or management As an equal opportunity employer, we consider all qualified applicants for employment without regard to race, color, religion, age, sex, national origin, sexual orientation, gender identity, genetic information, disability, protected veterans' status, or any other characteristic protected by law. 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. Please view Equal Employment Opportunity Posters provided by OFCCP here at In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Victory Packaging, please call (713) 961-3299 or email hr@victorypackaging.com