Customer Advocate

Oshkosh; Bristol; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading defense technology company in Bristol is seeking a Customer Advocate to enhance customer relationships and resolve issues. You will own customer service challenges across departments and must possess strong problem-solving abilities, excellent communication skills, and a related bachelor’s degree. With a minimum of three years in manufacturing or customer service, you will strive to provide best-in-class service to our diverse clientele. This office-based role offers the chance to work within a dedicated team in a professional environment.

Qualifications

• 3+ years of experience in manufacturing, customer service, or construction.
• Ability to travel as required.

Responsibilities

• Resolve customer issues and escalate when necessary.
• Deliver accurate responses to customer inquiries.
• Analyze trends for product improvements.
• Support sales goals and marketing communications.

Skills

Problem-solving

Customer service

Communication

Analytical skills

Education

Bachelor’s Degree in a related field

Tools

AWP or TMH Products

Job description

About Oshkosh Defense, an Oshkosh company

Oshkosh Defense stands behind those who dedicate their lives to protecting others. As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems. We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.

The Customer Advocate will be involved in many aspects of the customer life cycle within the business’s sales, service, warranty quality aftermarket services, training, product safety, legal, supply chain, production, engineering and advanced concepts to ensure the highest standards of customer assurance. The Customer Advocate will facilitate internal and external communication to achieve outlined goals, resolve escalation, and strengthen customer relationships. The primary objective for the Customer Advocate is to be the single point of contact to resolve escalating issues, build loyalty, and increase responsiveness to customer service issues.

YOUR IMPACT

These duties are not meant to be all-inclusive and other duties may be assigned:

• Assume ownership over Aftermarket related issues through various departments to achieve
  resolution and overall customer satisfaction through problem-solving actions.
• Provide “best in class” service to our diverse customer base as well as an immediate, consistent,
  and accurate response to customer inquiries telephonically and electronically with friendly,
  respectful and customer focus demeanor.
• Ability to provide troubleshooting service support and/or parts assistance on Oshkosh Defense products and be able to communicate the aftermarket programs and services.
• Communicate with senior level management team and internal managers including formal
  presentations, weekly issue reporting, and status on resolution for current technical and escalated
  issues.
• Analyze and inform both customer and internal managers of trends and opportunities for product
  improvements and reliability.
• Track notices related to customer service include field bulletins and safety campaigns.
• Support sales goals and assist marketing in the communication, development and maintenance
  and troubleshooting of parts and programs.
• Participate in continuous training (I&E) opportunities to develop skills to better understand
  Oshkosh Corporation products, current technology in order to excel at providing customer support
  and to maintain proficiency on products
• Support Strategic/Assigned Customers (I&E) while demonstrating a professional working
  relationship
• Participate as a representative for internal Service and Parts meetings (NPD, CSE, Quart, CARB, CIE)

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in a related field and three (3) or more years of relevant experience in manufacturing, customer service, or construction (equivalent to nine (9) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Ability to travel

STANDOUT QUALIFICATIONS

• Ability to read and apply engineering prints (parts and service manuals), hydraulic & electrical schematics
• Proficient in AWP or TMH Products (Parts or Service)
• Excellent problem-solving capabilities

WORKING CONDITIONS

The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.