Customer Success Advocate

Strouse Corporation; Westminster (MD); On-site; USD 42,000 - 62,000; Full time

Job summary

Strouse Corporation seeks a Customer Success Advocate to be a critical link between customers and internal Strouse departments. You will advocate for the customer, ensuring expectations are understood and executed with accuracy and timeliness.

You will educate customers on Strouse operations, coordinate with multiple teams, maintain ERP data, and help generate orders and invoices while preserving a high level of service.

Qualifications

• High School Diploma or GED required.
• Proficiency with Microsoft Office products.
• Strong communication and problem-solving abilities.

Responsibilities

• Support customers to provide timely, accurate information from inquiry to shipment.
• Engage with customers after order receipt and educate them on Strouse operations.
• Coordinate with Production, Sales, Engineering and other units to meet customer expectations.
• Maintain ERP records for accounts, quotations, work orders and invoices.
• Provide contract review and generate paperwork for processing and invoicing.
• Demonstrate integrity and commitment to customer satisfaction.

Skills

Customer success

Communication

Problem solving

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

The Customer Success Advocates are responsible for supporting the customer with the goal of providing an experience that surpasses their expectation while meeting Strouse goals. This position provides a critical link in communications between internal Strouse departments and customers. This position is a strong advocate for the customer. They collaborate with Strouse Operations and Sales to ensure customer expectations are understood and executed.

Essential Functions

• Participate in developing and implementing strategies that provide Strouse customers timely, accurate information in response to inquiries and the status of orders from inquiry to shipment.
• Effective ongoing engagement with the customer after receiving the order.
• Educate the customer on Strouse operations and capabilities.
• Increase operational knowledge of customer needs earlier in the sales process.
• Coordination of Operations resources and customer interface.
• Use strategies, tactics and timelines to grow inside sales.
• Build and maintain customer relationships through effective communications.
• Maintain information in the ERP System for Account, Quotation, Work Order and Invoice files.
• Follow established procedures for communicating with Production, Sales, Engineering and other units of Strouse in an effective manner.
• Provide contract review for customer orders, generate and provide proper paperwork for order processing and invoicing.
• Provide shipping documents as needed, international paperwork, customized certs and packing lists.
• Enter MRA's and issue Credit Memos when required.
• Complete reports and records in an accurate and timely manner.
• Understand and follow the company procedures, particularly as it relates to sales policies, philosophy, communication, and terms and conditions.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring the customers.
• Good communication, problem solving, listening and interpersonal skills.
• Ability to deal patiently with customer problems and complaints.
• Ability to remain courteous and polite when faced with difficult situation.
• Possess a strong work ethic and team player mentality.
• Teamwork and effective communication.

Physical Demands

The physical demands described herein are those that must be met by an employee (with or without reasonable accommodation) to successfully perform the essential functions of the Customer Success Advocate position:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift products and supplies, up to 25 pounds.

Required Education and Experience

• High School Diploma or GED
• Computer Proficiency: Knowledge of Microsoft Office Products.