Customer Service Advocate - Part-Time, Remote

Essendant is a purpose-driven company that reaches beyond business goals to define its success within commerce today. We support our associates, customers and communities - our core values and guiding principles shape what we aspire to do. Integrity, Collaboration, Customer-Centric, Embrace and Drive Change are our core values that serve as the foundation of our pathway to success. Diversity, Equity & Inclusion, Giving Back, Associate Safety, and Accountability are our guiding principles that motivate us to focus on creating a safe and rewarding experience. Essendant is a leader in supporting the supply chain industry and has been in business for 100 years to deliver the best practices for our customers and associates. Join us at Essendant, the better way to commerce.

Customer Service Advocate

• Part-Time

Scheduled Hours: 2pm

• 6pm CST, Monday-Friday

Pay: $17.00/hour

Major Responsibilities:

• Provides customer service regarding shipment/delivery, returns, credit, order status, corrections, and other customer concerns.

• Proactively raise issues with customers, such as:

• Process holds, track & process backorders

• Manual touches (e.g. updating portals with tracking)

• Address ad-hoc customer requests, such as:

• Guide customers on self-service options

• Provide quotes, pricing, and freight estimates

• Complete order entry

• Provide credit validation / reconciliation

• Address sample and product shopping requests

• Conduct stock checks and vendor/item inquiries

• Issue resolution (delivery issues, credits, returns)

• Managing inbound and outbound phone calls and email

• Track requests against service level limitations, and manage communications protocol around unavailable services

• Address bids routed from sales

• Follow up on and track customer satisfaction

• Route customer master, specialized reporting, custom account modification requests and specialized items to Sales Ops or Competency Center as appropriate

• Works with internal software and database to update customer order status.

• Understands and demonstrates Essendant Core Values.

• Performs other duties as assigned.

Skills/Knowledge Required:

• Relationship development with assigned customers

• Competency in completion of care services that can be provided without manual effort (e.g. quotes)

• Mastery of efficient completion of care services that can be provided without manual effort (e.g. quotes)

• Competency in addressing the range of care requests requiring manual efforts

• Tight coordination with other paired resources (sales) to ensure complementary efforts

• Proactive issue identification & resolution

• Strong problem solving, communication and customer service skills

• Familiarity with service level limitations & addressing the range of care requests requiring manual efforts

• Ability to communicate with customers (internal/external) and create a positive image of the Company.

• Ability to plan, prioritize and organize assignments.

• Ability to demonstrate good judgment skills and apply general rules to specific situations.

• Demonstrated high level of initiative with the ability to multi-task and work in a fast-paced environment.

• Excellent written, verbal, interpersonal and phone skills.

• Industry knowledge is desirable.

• Basic computer proficiency including MS Office applications (Word, Excel, Access). Siebold tracking tool knowledge helpful.

Education and Experience:

• High School diploma or GED preferred

• Prior 6 months to 1 year of customer service or internal care related experience preferred

• Remote experience is a plus

Benefits:

• Health benefits (Medical, Dental, Vision)

• 401k with matching

• Company Holidays

• Overtime Pay for hourly employees

• Paid Vacation, Floating Holidays, and Sick Time

• Maternity and Parental leave benefits

• Employee discount

• Tuition Reimbursement

• Employee Assistance Program

ABOUT ESSENDANT

Essendant drives to be inclusive and celebrates diversity by starting with our associates. We are an Equal Employment Opportunity employer that is committed to building a diverse and inclusive environment. We strongly encourage candidates to apply for opportunities, even if you do not believe you meet every one of the qualifications described. At Essendant we are building an elevated community by creating a safe and supportive work environment. We prohibit discrimination and harassment of any kind, including or based on age, race, color, disability, ancestry, religion, sex, gender identity or expression, sexual orientation, pregnancy, marital status, national origin, protected veteran status, or any other characteristic protected by federal, state, or local laws. People are what drives our company. We are one team with endless possibilities. We are Essendant.