Customer Experience Advocate
2 weeks ago
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:
- Cultivate positive working relationships with collaborators as a communication point between CME, Manufacturing, and Escalations teams.
- Act as a customer advocate to ensure their voices are heard and addressed.
- Work with Quality to contribute to investigations related to mislabeling, complaints, and other issues.
- Identify re-occurring issues and collaborate for resolution.
- Manage CARE and VCS critical issues.
- Complete CME tasks to supervise recurring issues and ensure SLAs are met during peak times.
- Serve as the point of contact for current VSU stock and manufacturing issues between productions and CME team.
- Represent the CME team by resolving production holds, collaborating to resolve issues, and following up with production as needed.
- Cultivate a culture of continuous improvement and ownership, prioritizing customer experience in all actions.
- Maintain established performance metrics and aim to surpass them.
- Take ownership of various customer service-related issues to ensure end-to-end resolution and effective communication with customers.
- Finding opportunities for workflow optimization and suggesting improvements to management to enhance customer value delivery.
- Maintaining proper communication and coordination with 3PF for order-related issues.
- Adhere to departmental and company guidelines and procedures.
Requirements:
- 1-3 years of manufacturing experience.
- 2+ years of experience in customer service.
- Proven history of successfully completing multi-department projects.
- Familiarity with escalation processes and handling customer issues.
- Proven history in clear and concise reporting.
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