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Customer Advocate II
About the position
The Customer Advocate II proactively manages major customer accounts using supply chain processes, technologies, and tools, and makes tactical and strategic decisions regarding those accounts. The role balances customer needs with division objectives and develops and maintains customer, sales, supply chain, and manufacturing relationships through superior service and communication. This is a hybrid role involving remote work more than one day per week; the schedule may change, including additional in-office days, based on business and operational needs.
Responsibilities
- Drive communication by initiating communication and integration with downstream partners.
- Manage strategic accounts, demonstrate leadership, and develop areas of expertise.
- Assist with root-cause problem solving related to customer issues and concerns.
- Manage order quantities to maximize shipping capabilities and determine cost-efficient shipping methods.
- Anticipate customer needs and proactively plan and manage accounts for order receipt, understanding process impacts on company profitability.
- Participate in training, skill building, and knowledge transfer on processes and systems to support on-time delivery and accurate invoicing.
- Use SAP and PRD systems for order entry, management, tracking, and problem resolution.
- Execute order close to maintain a clean order book and use reports daily to manage customer orders.
- Maintain positive, proactive relationships with Sales, CTE, Planning, Scheduling, and Converting facilities.
- Build effective customer relationships and proactively communicate account and service status.
- Contribute as a team player by showing respect, sharing knowledge, learning, providing backup, participating in meetings, identifying continuous improvements, and using diplomacy and tact.
- Perform other duties as assigned.
Requirements
- Four-year degree in an applicable field of study or compensatory work experience.
- 2–5 years of work experience or a proven track record for success.
- Solid understanding of customer account management.
- General understanding of and experience with ERP business applications.
- High degree of organization and attention to detail.
- Successful time-management and prioritization skills.
- Effective written and oral communication skills.
- Microsoft Office skills.
- Ability to perform the essential functions of the position satisfactorily, with or without reasonable accommodation.
Nice-to-haves
- SAP experience is preferred.
