Customer Success Administrator

Overview

Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods (Hazmat). We sell and manufacture products, develop software and provide services for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses. We are looking for an experienced Customer Service Advocate who:

• Does not want to work in Corporate America
• Wants to make a difference every day at work
• Wants to have true work/life balance
• Loves to learn new things
• Has ideas on how to make things better

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Floating Holidays
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($20-$24 hourly)
• Hybrid work schedule

• This position manages inbound order channels, facilitating workloads across the CS team and ensuring that orders are routed to the correct teams. As part of that order scheduling function, this position ensures SLAs for the types of orders are being met, and reports on weekly/monthly/quarterly metrics for the CS department.
• This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including team goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.
• This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.

• Being physically present at the worksite when required
• Manages and supports inbound order channels and order routing
• Meets and exceeds metrics for:
  • Number of orders correctly routed, SLA violations resolved and all call handling metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR)
  • Receiving orders, order process documentation, order status requests and reporting
  • Escalating inquiries according to their urgency
• Trains and mentors team members
  • Participates in training and mentoring of more inexperienced team members
  • Produces training documentation for managing key customers accounts, including contacts and account specific order processing
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines

• Microsoft Dynamics 365:
  • Customer Service Omnichannel
  • SLA Management
  • Reporting
• Support of external and internal Customers
• Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
• Solid understanding of Customer Satisfaction metrics (NPS)
• Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
• Desired:
  Knowledge of Dangerous Goods regulatory environment

• Familiarity with Switch boarding/Task Management
• Familiarity with ERP/CRM/Order Management Systems
• Familiarity with E-comm based applications
• MS Office skills
• Excel and Word

• Customer Service experience desirable
• Customer Service training desirable
• MS Office Suite experience desirable
• 5 Years minimum customer service experience
• Problem resolution and triage
• CRM Experience
• E-comm/E-pro Experience

EEO Employer – Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins…