What are the responsibilities and job description for the Customer Care Advocate position at SICK, Inc.?
This position is a hybrid position (part work from home, part in office) and is located in our Stoughton, MA Houston, TX or Bloomington, MN office.
BENEFITS:
If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.
Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V
ABOUT SICK:
SICK is a leading global provider of intelligent sensors, systems, and services for factory, logistics, and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and “Sensor Intelligence” have allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK’s focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.
BENEFITS:
At SICK, we believe that our employees are the key to achieving our mission and values. SICK’s benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding rewards package! See attached benefits summary documents for details!
POSITION SUMMARY:
The Customer Care Advocate role is primarily responsible for maintaining highest level of service differentiation and relationship management with Key Accounts across the portfolio. She/He performs pre-sales, point of order, and post-sales commercial transactions for assigned customers and manages all aspects of the customer experience from beginning to end, through a partnership with the Sales Account Manager.
RESPONSIBILITIES:
- Provide the highest level of responsive service to our customers; with regard to orders, shipment/tracking, products, price, availability, or any other customer related issues.
- Utilize knowledge of customer business to anticipate needs; provide innovative/creative solutions to all customer needs.
- Provide an amazing customer experience with each interaction with internal and external customers.
- Analyze customer buying trends and reconcile against current and future needs; share learnings with customer team to ensure business’ proactive readiness to serve our customer.
- Use SAP and CRM for all customer and sales process data to ensure proper documentation and retention.
- Understand SICK sales objectives and specific targeted business initiatives to maximize sales growth and provide customer with proactive solutions to meet their emerging needs.
- Serves as a conduit to expert resources across the business (product, application engineer, technical support).
- Proactively identify situations that might adversely affect relationship with our customers and communicate them to the Account Manager and the customer; example: provide advice and information to customers whenever product problems arise, which may lead to shipping delays or revised shipping dates.
- Provide report data information and metrics to show SICK performance to customer needs.
- Oversee and enter serial and services orders, through Web, manual and EDI channels, ensuring accurate and timely delivery. Review order status and ensure proper completion and delivery to customer.
- Collaborate with CPM-Pre, and CPM-Pro for all system orders (if assigned)
- Manage and oversee all aspects of customer account set up, pricing and availability quoting, accounting questions, orders with errors, and expediting where appropriate. Demonstrates expert competence.
- Develops and shares advanced to expert understanding of industry/segment fundamentals and customer service principles to support growth of assigned Key Accounts.
- Review and respond to all customer claims or complaints and manage to a successful resolution.
- Responsible to manage and oversee trials, samples, demos, rentals, customer taxes, credit card transactions, web orders, warranty process, and freight charge back
- May provide work direction, delegate tasks, train and/or guide customer focused work for positive outcomes
- Travel to customer sites – up to 10%
- Carry out other duties and responsibilities as may be assigned or required.
QUALIFICATIONS:
Education and Experience
- BA/BS Degree Preferred
- Five or more years of experience in customer service or comparable – advanced to expert-level competency in commercial aspects of customer journey
- Passion to deliver an amazing customer experience and to prevent issues proactively.
- Technical proficiency with Microsoft Office applications (Excel, Outlook, …), ERP (SAP), and CRM (Dynamics).
- Works independently with minimal direct supervision
Other Qualifications
- Intellectual curiosity to understand customer challenges and proactively apply SICK solutions or enhance service offerings.
- Mastery of phone and written business communications
- Develops and shares subject-matter expertise and collaborates well with other subject matter experts
- Manage multiple tasks simultaneously.
- Ability and willingness to work alternative schedules including weekend, and on-call hours as needed.
- Legally permitted to work in the United States.
- Ability to work in a general office environment.
CORE COMPETENCIES:
Ethics and Integrity Personal Growth and Learning, Customer Focus, Personal Accountable, Building Effective Relationships, embodies The SICK Way (customer value, teamwork, quality minded, professional, accountable, and willing to hustle).
If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.
Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V
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