Customer Advocate

Establish and maintain open dialogue relationships with the customers and provide professional, personable, and friendly assistance.
• Exhibit a level of urgency related to all in-house pending orders/samples/issues.
• Receive, review and process incoming purchase orders.
• Readily handle all incoming questions, complaints and general issues from customers and sales force
• Establish and maintain impeccable customer account records.
• Regularly review our costs and selling costs to ensure pricing is valid/current and update pricing when applicable (with the input of sales force)
• Trace all pending orders from receipt of order to customer location delivery.
• Provide updates in regard to order status to customers as progress is made.
• Work with internal departments to meet requests submitted by customers and the sales force.
• Resolve issues with shipment damages; including credits to customer, claims submitted to carrier and replacement material when needed.
• Work with production and logistics to adjust production and shipping schedules as needed.
• Work with customers to ensure all regulatory and documentation requirements are current.
• Exhibit a level of urgency related to all issues/requests submitted by our sales team.
• Exercise impeccable follow-up habits with each order, sample request, pending requests and general issues.

• Ensure that every response to a customer or salesperson if fully researched and accurate prior to submitting.

Workflow:
• Ensure efficient execution of deliveries to customer base.
• Manual changes of on hand orders and briefs.
• Submit all relevant work order requests to applicable departments as needed.

Communication:
• Vocalize and explain detailed data and problem-solve in-person, on the phone, or in emails.
• Actively participate in meeting customers and the preparation for customer visits.
• Proactively peruse available training for position.