Labelmaster
Customer Success Associate
Labelmaster, Chicago, Illinois, United States, 60290
At Labelmaster, we are way more than labels.
We help both small and large businesses take the complexity out of moving and shipping hazardous materials to make the world a safer place. What are hazardous materials? They are things you deal with every day, like lithium batteries in cars and in computers, paints, varnishes, air bags, chemicals and more. And if they are shipped incorrectly, they can cause a lot of damage.
How do we help the world become safer? We sell and manufacture new and innovative products, develop technology and consult for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses. While not too many people know about dangerous goods, we think it is really cool and we think you might have fun with us as we re-invent ourselves and expand into new markets.We are looking for an experienced Customer Service Associate who:Does not want to work in Corporate AmericaWants to make a difference every day at workWants to have true work/life balanceLoves to learn new thingsHas ideas on how to make things betterBenefitsHealth InsuranceDental & Vision InsuranceLife InsuranceMedical & Childcare Flexible Spending AccountsEducation Assistance401(k) with MatchingFitness BankPre-tax Transit ProgramPTO BankPaid HolidaysPaid Diversity DaysVolunteer Time OffReferral Bonus ProgramCompetitive wage ($20-$24 hourly)Position PurposeThis position manages Electronic Vehicle, Product Recall, Specialized based customer channels, and excellent customer service. Our EV team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication.This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including performance goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.Essential Functions & Principal AccountabilitiesBeing physically present at the worksite when required.Manages and supports EV and Specialized customer program order based channels.Understanding complex product applicability information, such as product to vehicle compatibilities.Meets and exceeds metrics for:Number of calls handled, ASA (Average Speed of Answer), AHT (Average Handle Time – call and after-work), AR (Abandoned Rate), Conversion Rate (CR)Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status requests, billing inquiries, and complaints.Escalating inquiries according to their urgency.Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints.Skills and Attributes We’d Like You to HaveSupport of external and internal Customers.Adept at using multiple systems and tools to support Customer engagement, including Dynamics365, Power BI reports and internally developed software applications.Solid understanding of Customer Satisfaction metrics (NPS).Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies.Desired: Knowledge of Dangerous Goods regulatory environment and/or Automotive supply chain.Experience We’d Like You to HaveCustomer Service experience required.Customer Service training desirable.MS Office Suite experience required.5 Years minimum customer service experience preferred.Problem resolution and triage experience required.CRM Experience required.EV/Automotive parts supply chain experience preferred.TechnologyFamiliarity with ERP/CRM Systems required.MS Office suite skills required (Outlook, Excel, Word, PowerPoint).Power BI report consumption skills preferred.Quick learning skills for software applications preferred.
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We help both small and large businesses take the complexity out of moving and shipping hazardous materials to make the world a safer place. What are hazardous materials? They are things you deal with every day, like lithium batteries in cars and in computers, paints, varnishes, air bags, chemicals and more. And if they are shipped incorrectly, they can cause a lot of damage.
How do we help the world become safer? We sell and manufacture new and innovative products, develop technology and consult for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses. While not too many people know about dangerous goods, we think it is really cool and we think you might have fun with us as we re-invent ourselves and expand into new markets.We are looking for an experienced Customer Service Associate who:Does not want to work in Corporate AmericaWants to make a difference every day at workWants to have true work/life balanceLoves to learn new thingsHas ideas on how to make things betterBenefitsHealth InsuranceDental & Vision InsuranceLife InsuranceMedical & Childcare Flexible Spending AccountsEducation Assistance401(k) with MatchingFitness BankPre-tax Transit ProgramPTO BankPaid HolidaysPaid Diversity DaysVolunteer Time OffReferral Bonus ProgramCompetitive wage ($20-$24 hourly)Position PurposeThis position manages Electronic Vehicle, Product Recall, Specialized based customer channels, and excellent customer service. Our EV team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication.This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including performance goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.Essential Functions & Principal AccountabilitiesBeing physically present at the worksite when required.Manages and supports EV and Specialized customer program order based channels.Understanding complex product applicability information, such as product to vehicle compatibilities.Meets and exceeds metrics for:Number of calls handled, ASA (Average Speed of Answer), AHT (Average Handle Time – call and after-work), AR (Abandoned Rate), Conversion Rate (CR)Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status requests, billing inquiries, and complaints.Escalating inquiries according to their urgency.Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints.Skills and Attributes We’d Like You to HaveSupport of external and internal Customers.Adept at using multiple systems and tools to support Customer engagement, including Dynamics365, Power BI reports and internally developed software applications.Solid understanding of Customer Satisfaction metrics (NPS).Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies.Desired: Knowledge of Dangerous Goods regulatory environment and/or Automotive supply chain.Experience We’d Like You to HaveCustomer Service experience required.Customer Service training desirable.MS Office Suite experience required.5 Years minimum customer service experience preferred.Problem resolution and triage experience required.CRM Experience required.EV/Automotive parts supply chain experience preferred.TechnologyFamiliarity with ERP/CRM Systems required.MS Office suite skills required (Outlook, Excel, Word, PowerPoint).Power BI report consumption skills preferred.Quick learning skills for software applications preferred.
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