Customer Experience Advocate

Archway Marketing Services; North Dakota; On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Job summary

Archway Marketing Services is seeking a Customer Experience Advocate to ensure positive customer interactions and efficient dispatch coordination across North America. You will respond to inquiries, handle orders, and support reporting for national accounts while partnering with leadership.

Requires 2–3 years CX/dispatch experience, strong communication, and a 50+ wpm typing speed. Location: US; benefits include medical, dental, and paid leave.

Qualifications

• High School Diploma or GED required.
• 2–3 years CX and/or dispatch experience preferred.
• Excellent interpersonal and communication skills.
• Typing speed of 50+ words per minute.
• Knowledge of North America markets and terrain desirable.

Responsibilities

• Answer and case all customer calls promptly and professionally.
• Enter order processing information quickly and accurately.
• Complete inquiries regarding track and trace requests and update status.
• Maintain knowledge of client products and services.
• Dispatch orders on time and coordinate with drivers and carriers.
• Create and distribute reports and scorecards for national customers.

Skills

Interpersonal skills

Typing 50+wpm

Knowledge of NA markets

Customer service

Education

High School Diploma or GED

Job description

Reports to: CX Manager

Job Description

Position

Customer Experience Advocate

Department

CXMC

Reports to

CX Manager

Position Summary

Provide and maintain a positive customer experience through timely response to customer contact inquires and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.

Key Responsibilities

Following are some of the key areas of responsibilities:

• Answer & Case all customer calls promptly and professionally 40%
• Enter order processing information quickly and accurately.
• Complete all inquiries regarding track and trace requests and communicate status to customer.
• Maintain excellent working knowledge of client’s products and services.
• Identify opportunities for new service or product enhancements and communicate this with leadership.
• Provie accurate service and pricing information
• Dispatch Orders 40%
• Responsible for the on-time pickup and delivery coordination of customer service requests; to drivers & carriers.
• Maintain professionalism, respect, fairness, and dignity in all driver relationships.
• Orientation and motivation as required relating to the drivers and couriers.
• Recognize and prioritize—alert for immediate dispatch.
• Identify and ensure all customers are given 100% performance on deliveries.
• Ensure work completion on time and prompt pick-up in accordance with established standards of service.
• Manage and Support North America dispatch boards.
• Monitor routes as stated in clients SOWs.
• Provide leadership with information on equipment failures and problems.
• Account Management 20%
• Create, maintains, and distributes key reports and scorecards for assigned National Customers, Business Partners and internal departments.
• Assist with new account setup and maintenance of client accounts.
• Other duties as assigned.

Minimum Qualifications

• High School Diploma or GED
• Some college hours desired.

Additional Requirements

• Minimum 2-3 years CX and/or dispatch experience
• Excellent interpersonal & communication skills
• Typing speed of 50+ wpm
• Knowledge of North America markets and terrain

Location: All US locations

We truly value our staff and offer the benefits to prove it, medical, dental and vision insurance, vacation, sick and personal leave, etc. Salary is dependent upon experience and skill set

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled