Customer Experience Advocate

2 weeks ago


Melbourne, Victoria, Australia Vistaprint Full time

About the Role:

We are seeking a skilled Customer Experience Advocate to join our team. As a key contact point between manufacturing, customer service teams, and third-party fulfillers, you will identify and mitigate manufacturing issues that impact our customers.

Key Responsibilities:

  1. Cultivate positive working relationships with collaborators as a communication point between CME, Manufacturing, and Escalations teams.
  2. Act as a customer advocate to ensure their voices are heard and addressed.
  3. Work with Quality to contribute to investigations related to mislabeling, complaints, and other issues.
  4. Identify re-occurring issues and collaborate for resolution.
  5. Manage CARE and VCS critical issues.
  6. Complete CME tasks to supervise recurring issues and ensure SLAs are met during peak times.
  7. Serve as the point of contact for current VSU stock and manufacturing issues between productions and CME team.
  8. Represent the CME team by resolving production holds, collaborating to resolve issues, and following up with production as needed.
  9. Cultivate a culture of continuous improvement and ownership, prioritizing customer experience in all actions.
  10. Maintain established performance metrics and aim to surpass them.
  11. Take ownership of various customer service-related issues to ensure end-to-end resolution and effective communication with customers.
  12. Finding opportunities for workflow optimization and suggesting improvements to management to enhance customer value delivery.
  13. Maintaining proper communication and coordination with 3PF for order-related issues.
  14. Adhere to departmental and company guidelines and procedures.

Requirements:

  1. 1-3 years of manufacturing experience.
  2. 2+ years of experience in customer service.
  3. Proven history of successfully completing multi-department projects.
  4. Familiarity with escalation processes and handling customer issues.
  5. Proven history in clear and concise reporting.


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