Customer Advocate Job Description

Customer Advocate Job Description

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Customer advocate provides validated forecast and order requirements to ensure maximum supply chain efficiencies across Purchasing / Supply Planning / Operations (Production & Warehousing) / Finance and Distribution;.

Customer Advocate Duties & Responsibilities

To write an effective customer advocate job description, begin by listing detailed duties, responsibilities and expectations. We have included customer advocate job description templates that you can modify and use.

Sample responsibilities for this position include:

Management of customer issues and complaints to insure timely resolution utilizing SAP complaint processing and timely issuance of credits and debits, within empowerment guidelines, to insure customer's account accurately reflects their position with JM
Proactively manage orders and prevent issues by utilizing SAP reporting to identify any at risk situations and work with plants and transportation to address timely
Passionate about helping potential customers quickly and effectively reach decisions about the company’s total product offerings
Excellent verbal, business writing, and presentation skills
Strong work ethic with the ability to successfully prioritize and manage multiple tasks
Able to switch gears and work on another project quickly
Experience within the IT or Software industry is an advantage
CRM experience is considered a plus
Understands and leverages VCE’s technical communication structure
Coordinates with the District leadership to identify issues and reduce the number of times needed to reschedule a customer service event

Customer Advocate Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Advocate

List any licenses or certifications required by the position: ITIL, PMI, FML, CX, PMP, III, IAM, SRC

Education for Customer Advocate

Typically a job would require a certain level of education.

Employers hiring for the customer advocate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Business, Education, Management, Technical, Computer Science, Business/Administration, Engineering, Marketing, Information Systems

Skills for Customer Advocate

Desired skills for customer advocate include:

Customer service and administrative protocols
Medical terminology and anatomy
Common help desk/ticketing solutions
SAP
HTML
XML
Microsoft operating systems and applications
Supply Chain and Finance
CSS
JavaScript

Desired experience for customer advocate includes:

Leads the support processes around managing Aging Orders in order to improve the Service Recovery experience
Acts as the single point of contact for customer inquiries and escalations, including Blue Ribbon National Escalations, and ensures timely and successful resolution of all regulatory and escalated customer complaints
Acts as the single point of contact for customer replacements as a Service Recovery resolution
Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event
Participates and leads highly technical escalation and management conference calls
Compiles and maintains account information

Customer Advocate Examples

1

Customer Advocate Job Description

Job Description Example
Our growing company is looking for a customer advocate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer advocate
  • Receive, manage, investigate as needed, resolve and close customer concerns, complaints and grievances
  • Collaborate with local leadership as needed to resolve and close customer concerns, complaints and grievances
  • May proactively round on patients with consideration to current areas of opportunity based on patient complaint data
  • Educate employees on HHC processes and policies regarding customer complaint management processes
  • Coach employees through service recovery opportunities
  • Ensure current familiarity with complaint data trends and reports
  • May attend local leadership meetings to share customer complaint data and reports
  • Under supervision, you will be responsible for working in a call center to assist members by responding to telephone and written inquiries in a prompt, accurate and objective manner
  • You will spends approximately 90% of the scheduled time on the phone according to business need
  • Troubleshoot, escalate and respond to product support requests from end users and contractors
Qualifications for customer advocate
  • Ability to adjust to fast-paced work environment
  • Proficiency in Portugese
  • Fluency in any other language in addition to English
  • Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel) and CRM tools
  • Ability to make discretionary decisions based on research and multitask using different media
  • Ability to work cross-functionally, independently and as part of a team with a certain degree of creativity and latitude
2

Customer Advocate Job Description

Job Description Example
Our company is looking to fill the role of customer advocate. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer advocate
  • Other job-related duties as assigned by direct supervisor
  • Serves as the District's Single Point of Contact and works to identify issues and reduce the number of times the technicians need to complete a service event by identifying and providing recommendations for corrective action on the root cause of the issue
  • The advocate shall be responsible for all aspects of customer service with regard to shipments of cooking products
  • Daily tracking of orders to timely shipment and delivery, following up on the corresponding production, load tendering, loading and transportation, and communicating any exception to the customer promptly
  • Creation of both customer and deployment orders, and modification of orders in both Focus and WMS system
  • Reconciliation of account with production and requirements (this pertains particularly to Sears and RDC accounts)
  • Customer order maintenance on Focus computer system
  • Interact with Customers, Carriers, and Corporate contacts on a daily bases
  • Develop departmental / cross-functional team and provide direction for most efficient flow of work
  • Drive and implement lean principles in the demand flow process on a continuous basis
Qualifications for customer advocate
  • Ability to coach and empower colleagues in service recovery
  • Ability to impartially investigate customer concerns, acting as an advocate for the customer as appropriate
  • Bachelor’s degree in technology field such as information technology or computer engineering
  • Master’s degree in business strongly desired
  • The ability to excel as an influential leader
  • This position may require travel to customer and non-customer sites globally (10%)
3

Customer Advocate Job Description

Job Description Example
Our company is looking to fill the role of customer advocate. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer advocate
  • Responds to customer contacts calls, letters, emails, and survey comments regarding Subaru products, warranties, SAS, and dealer related issues in a non-scripted environment
  • Manages customer case load on an on-going basis to ensure that follow up and case closure is handled in accordance with department standards
  • Attend and complete mandatory department training, individual skill development training as needed to maintain up to date information and knowledge of vehicles, parts, systems, accessories, warranty, policy and procedures, and legal requirements
  • Processes employee information such as timecards
  • Coordinates Pro-Advocacy activities, including training, and provides coaching opportunities to the Technical leadership team with the intent to improve the overall Customer experience • Acts as the single point of contact for customer replacements as a Service Recovery resolution
  • Perform action items defined within the implementation timeline including
  • Keep track of customer’s progress through implementation cases, and update records accordingly
  • Work support cases in self-serve queue
  • Update internal systems including Customer Relationship Software, internal project management software, implementation and support cases based on progress to include call logs, email logs, contact/role maintenance and project specific learnings
  • Field phone calls for High Performance Marketing
Qualifications for customer advocate
  • Bachelor’s Degree in healthcare management, nursing or business related area
  • 9 months of experience in a customer service/call center environment
  • Validated ability to learn quickly and adapt to change
  • Bachelor’s degree, applicable certification or equivalent work experience required
  • Basic knowledge and understanding of MS Office, computers, internet and backup solutions
  • Minimum of 2-4 years’ experience in Customer Service, preferably escalations or dealing with escalated situations in a technology environment
4

Customer Advocate Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer advocate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer advocate
  • Process winery direct orders
  • Scan and index customer credit files into the imaging system
  • Add partners, drop partners, self-incorporated accounts and inactive systems
  • Identify outdated, obsolete and duplicate documents from customer files
  • Handle all salespersons changes at the beginning of each month
  • Research returned mail with incorrect address and make the necessary corrections
  • Handle delivery claims and logs (shortage claims, miss ships)
  • Pull faxes and invoices off the printer and distribute to appropriate desks
  • Perform job in accordance with company and departmental policies and procedures
  • Working with a variety of diverse persons within the company such as Engineers, Scientists, Clinical Specialists, Field Service & Application Engineers, and Manufacturing personnel to facilitate the complaint investigation
Qualifications for customer advocate
  • 90% of the day will be spent on the phone fielding incoming calls or placing outbound calls
  • Provide appropriate amount of information in a timely manner and confirm caller understands information
  • Ensure questions/issues have been addressed
  • Meet and exceed customer needs
  • Approximately 90% time on phone, based on business needs
  • 6 months data entry experience in an office environment
5

Customer Advocate Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer advocate. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer advocate
  • Own, action and monitor customer escalations and communicate progress update
  • Analyze support usage and provide support activity reports to customers and internal teams
  • Accurately and effectively handle large volumes of orders and requests through calls and emails
  • Responsible for understanding and learning the alcoholic beverage distribution industry and how each functional business area operates (both locally and as part of the national company)
  • Complete courtesy calls to external customers to ensure world class customer service
  • Assist in training new employees and cross-training across all Engineered Products channels
  • Manage and Coordinate service delivery for new install / startup of UPS and other Edge products with Customers, Sales, and Vendors
  • Manage and coordinate large project rollouts and provide backup to Service Managers on major accounts
  • Work through 2nd/3rd customer contact attempts and backlogs to provide 100% to completion on service delivery process
  • Provide professional communication and customer service to internal/external partners to research orders, resolve issues, and schedule service events
Qualifications for customer advocate
  • Ability to read words and to recognize similarities and differences between words and between series of numbers
  • Experience working with various lines of business, CDHP, Medicare, Wellness, and Disease
  • Enthusiastic and “self-starter” approach
  • Bachelors degree or work experience in lieu of a degree plus 2 years experience in a customer facing role
  • Ability to support regular scheduled hours the ability to work overtime as needed to support key customers and provide consistency to the customer's business
  • High School diploma / GED or Technical School

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