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Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods (Hazmat), making the world a safer place.At Labelmaster, we are way more than labels. We sell and manufacture products, develop software and provide services for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses.We are looking for an experienced Customer Service Advocate Ecomm who:
Does not want to work in Corporate America
Wants to make a difference every day at work
Wants to have true work/life balance
Loves to learn new things
Has ideas on how to make things better
Benefits
Health Insurance
Dental & Vision Insurance
Life Insurance
Medical & Childcare Flexible Spending Accounts
Education Assistance
401(k) with Matching
Fitness Bank
Pre-tax Transit Program
PTO Bank
Paid Holidays
Paid Diversity Days
Volunteer Time Off
Referral Bonus Program
Competitive wage ($20-$24 hourly)
Position PurposeThis position manages E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communicationEssential Functions & Principal Accountabilities
This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue 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.
Skills and Attributes We’d Like You to Have
Being physically present at the worksite when required
Manages and supports E-commerce Accounts & E-procurement channels
Meets 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 complaints
Escalating inquiries according to their urgency
Trains and mentors team members
Participates in training and mentoring of more inexperienced team members for E-comm channels
Produces training documentation for managing key customers accounts, including contacts and account specific order processing E-comm channels
Experience We’d Like You to Have
E-commerce / E-procurement
Ariba
Coupa
True Commerce
Web based order platforms
Support of external and internal Customers
Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
Solid understanding of Customer Satisfaction metrics (NPS)
Strong understand of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
Desired: Knowledge of Dangerous Goods regulatory environment
Education/Training/Experience
Customer Service experience desirable
Customer Service training desirable
MS Office Suite experience desirable
5 Years minimum customer service experience
Problem resolution and triage
CRM Experience
E-comm/E-pro Experience
#zipEEO Employer – Veterans and IWD are strongly encouraged to applyLabelmaster 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.
