Customer Success Administrator

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 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 Floating Holidays
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($20-$24 hourly)
• Hybrid work schedule

Position Purpose

• This position manages inbound order channels, facilitating workloads across the CS team and ensuring that orders are routed to the correct teams. As part of that order scheduling function, this position ensures SLAs for the types of orders are being met, and reports on weekly/monthly/quarterly metrics for the CS department.
• This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including team 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.

Essential Functions & Principal Accountabilities

• Being physically present at the worksite when required
• Manages and supports inbound order channels and order routing
• Meets and exceed metrics for:
  • Number of orders correctly routed, SLA violations resolved and all call handling metrics such as ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
  • Receiving orders, order process documentation, order status requests and reporting
  • Escalating inquiries according to their urgency
• Trains and mentors team members
  • Participates in training and mentoring of more inexperienced team members
  • Produces training documentation for managing key customers accounts, including contacts and account specific order processing
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines

Skills and Attributes We’d Like You to Have

• Microsoft Dynamics 365:
  • Customer Service Omnichannel
  • SLA Management
  • Reporting
• 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

Experience We’d Like You to Have

• Familiarity with Switch boarding/Task Management
• Familiarity with ERP/CRM/Order Management Systems
• Familiarity with E-comm based applications
• MS Office skills
• Excel and Word

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

#zip

EEO Employer – Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity 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 [email protected].

Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Acknowledgements & Consent

American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:

Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and

Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.

I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.

I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.

I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.

If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300