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 our ourselves and expand into new markets.
We are looking for an experienced Customer Service Associate who:Does notwant to work in Corporate AmericaWants tomake a difference every day at workWants to have true work/life balanceLoves to learn new thingsHas ideas on how to make things betterBenefits
Health 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 channelsUnderstanding complex product applicability information, such product to vehicle compatibilitiesMeets and exceed 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 request, billing inquiries, and complaintsEscalating inquiries according to their urgency
Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaintsSkills and Attributes We’d Like You to HaveSupport of external and internal CustomersAdept at using multiple systems and tools to support Customer engagement, including Dynamics365, Power BI reports and internally developed software applicationsSolid understanding of Customer Satisfaction metrics (NPS)Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficienciesDesired: Knowledge of Dangerous Goods regulatory environment and/or Automotive supply chainExperience We’d Like You to Have
Customer Service experience requiredCustomer Service training desirableMS Office Suite experience required5 Years minimum customer service experience preferredProblem resolution and triage experience requiredCRM Experience requiredEV/Automotive parts supply chain experience preferredTechnology
Familiarity with ERP/CRM Systems requiredMS Office suite skills required (Outlook, Excel, Word, Powerpoint)Power BI report consumption skills preferredQuick learning skills for software applications preferred#zip
EEO Employer – Veterans and IWD are strongly encouraged to apply
Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity and affirmative action in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.
Pay Transparency Policy Statement - 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.
Acknowledgements & Consent
American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:
Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and
Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.
I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.
I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.
I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.
If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300
#J-18808-Ljbffr
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 our ourselves and expand into new markets.
We are looking for an experienced Customer Service Associate who:Does notwant to work in Corporate AmericaWants tomake a difference every day at workWants to have true work/life balanceLoves to learn new thingsHas ideas on how to make things betterBenefits
Health 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 channelsUnderstanding complex product applicability information, such product to vehicle compatibilitiesMeets and exceed 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 request, billing inquiries, and complaintsEscalating inquiries according to their urgency
Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaintsSkills and Attributes We’d Like You to HaveSupport of external and internal CustomersAdept at using multiple systems and tools to support Customer engagement, including Dynamics365, Power BI reports and internally developed software applicationsSolid understanding of Customer Satisfaction metrics (NPS)Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficienciesDesired: Knowledge of Dangerous Goods regulatory environment and/or Automotive supply chainExperience We’d Like You to Have
Customer Service experience requiredCustomer Service training desirableMS Office Suite experience required5 Years minimum customer service experience preferredProblem resolution and triage experience requiredCRM Experience requiredEV/Automotive parts supply chain experience preferredTechnology
Familiarity with ERP/CRM Systems requiredMS Office suite skills required (Outlook, Excel, Word, Powerpoint)Power BI report consumption skills preferredQuick learning skills for software applications preferred#zip
EEO Employer – Veterans and IWD are strongly encouraged to apply
Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity and affirmative action in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.
Pay Transparency Policy Statement - 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.
Acknowledgements & Consent
American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:
Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and
Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.
I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.
I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.
I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.
If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300
#J-18808-Ljbffr