Customer service Advocate in Cambridge, MD at Elite Staffing Inc.

Date Posted: 7/19/2018

Job Snapshot

Job Description

Customer Service Advocate

$15.00-$19.00/hr
Temporary to Hire
Start time: 7am, 8am, or 9am
Cambridge, MD 21613

The Customer Advocate serves as the primary contact for customers by receiving customer requests for orders, quotes, inquires as well as resolving customer product and service issues.  Providing a seamless customer experience through expertise, ownership, accountability and responsiveness is paramount.

Key Accountabilities

  • Answer inbound phone calls.  Receive, process, and follow-up on customer orders and order changes to include quotations, pricing, availability, order follow-up, and confirmation of shipment dates.
  • Communicate via electronic system and phone with Production Planning and warehouse staff regarding order status, scheduled shipment dates or other customer related inquiries as required.  Effectively communicate details to the customer and to field sales.
  • Act as a liaison between customer and Application Engineering, Production Planning, and Shipping Groups.
  • Responsible for issuing requests on returned product in accordance to Rexnord policies.  This includes initiating the return process through final resolution.
  • Provide full support to Account Executives and notifies Account Executives with issues based on customer interactions.
  • Proactively communicate key issues with customers.
  • Help with product identification based on nomenclature, product descriptions, or drawings.
  • Demonstrated mechanical or technical aptitude
  • Ability to understand product specifications and read drawings.
  • Has the functional and technical knowledge of product lines to accurately answer customer inquiries and to resolve issues. Remains up-to-date on changes/upgrades to product lines.
  • Capabilities and Success Factors
  • Demonstrated ability to meet aggressive deadlines and work with a minimal amount of supervision
  • Strong project management skills
  • Excellent communication/interpersonal skills
  • Ability to work in a highly dynamic team and fast-paced environment with continuous challenges
  • Team oriented with the ability to influence others
  • Strong communication and employee relations skills
  • Desire to increase amount of accountability within the organization
  • Maintain customer profile sheets

Job Requirements

  • High School diploma required
  • College degree or equivalent work experience preferred
  • Previous customer service experience preferred
  • Demonstrated proficiency in keyboarding skills, Windows operating systems, Microsoft applications and Salesforce.com
  • Ability to understand product specifications and read drawings.

When permanent receive:

  • Competitive Salary
  • Matching 401(k) contribution
  • Discretionary Personal Reimbursement Account 


Elite Staffing, Inc. is proud to be an equal opportunity employer. Our policy of equal employment opportunity is to recruit, hire, train and promote persons without regard to race, color, religion, national origin, sex, age, disability, handicap or any other protected status.

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