Customer Success Advocate Ecomm

About Labelmaster

At Labelmaster, we are way more than labels.

We help both small and large businesses take the complexity out of moving and shipping hazardous materials to make the world a safer place. Hazardous materials include lithium batteries, paints, varnishes, airbags, chemicals, and more. Shipped incorrectly, they can cause significant damage.

How do we help? We sell and manufacture innovative products, develop technology, and provide consulting to industries such as manufacturing, healthcare, automotive, transportation, food & beverages, and other businesses. While not many people know about dangerous goods, we think it is really cool and you might enjoy working with us as we reinvent ourselves and expand into new markets.

• 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
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre‑tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Referral Bonus Program
• Competitive wage ($20–$24 hourly)

• This position manages Electronic Vehicle, Product Recall, Specialized based customer channels, and delivers excellent customer service. The EV team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications, and excellent communication.
• This is a customer‑engaging position that is expected to meet and exceed all Customer Success metrics, including performance 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 EV and Specialized customer program order based channels.
• Understanding complex product applicability information, such product‑to‑vehicle compatibilities.
• Meets and exceeds metrics for:
  • Number of calls handled, ASA (Average Speed of Answer), AHT (Average Handle Time – call and after‑work), AR (Abandoned Rate), Conversion Rate (CR)
  • Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaints.
  • Escalating inquiries according to their urgency.
• Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints.

• Support of external and internal Customers.
• Adept at using multiple systems and tools to support Customer engagement, including Dynamics
  365, Power BI reports and internally developed software applications.
• 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 and/or Automotive supply chain.

• Customer Service experience required.
• 5 years minimum customer service experience preferred.
• Problem resolution and triage experience required.
• CRM Experience required.
• EV/Automotive parts supply chain experience preferred.

• Familiarity with ERP/CRM Systems required.
• MS Office suite skills required (Outlook, Excel, Word, PowerPoint).
• Power BI report consumption skills preferred.
• Quick learning skills for software applications preferred.

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 equal opportunity in all aspects of employment. We comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All accommodation requests should be made in writing to Jay Hollins ().