Customer Experience Advocate

Customer Experience Advocate/Agent

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:

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

Minimum Qualifications:

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

Additional Requirements:

• Minimum 2-3 years CX & dispatch experience
• Excellent interpersonal & communication skills
• Typing speed of 50+ wpm
• Knowledge of North American markets and terrain
• Aptitude of IT help Desk/ (Asset management, Hardware/Software basic knowledge) experience

This position can work 3 days from home when trained and approved by leadership. 

Advatix®, Inc. is one of the world’s leading providers of ecommerce Supply Chain and Logistics Consulting Services and Solutions that enables its clients to transform their operations for speed, service, and cost of fulfillment and delivery of goods and services and we are committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer.