Customer Service Advocate

Dynatect Manufacturing, Inc. (Formerly A&A Manufacturing) - New Berlin, WI

Full-time - Entry Level

New Berlin, WI

Fabricated Metal Product Manufacturing

About the position

The Customer Service Advocate at Dynatect Manufacturing, Inc. is responsible for providing exceptional customer service and support to both internal and external stakeholders. This role involves managing customer inquiries, facilitating onboarding experiences, and ensuring that customer orders are processed efficiently. The advocate will also support sales growth initiatives and collaborate with various departments to enhance customer satisfaction and operational efficiency.

Responsibilities

• Work in a safe and courteous manner.
• Actively support and participate in meetings, strategic initiatives, group goals, and continuous process improvements efforts.
• Meet or exceed individual productivity, quality, and financial goals as assigned, measured by the department's key performance indicators.
• Work with internal and external stakeholders to identify and support sales growth areas for Dynatect in your assigned territory.
• Handle inbound calls and provide prompt and professional assistance.
• Facilitate seamless onboarding experiences for new customers.
• Respond to customer order status requests.
• Coordinate expedite requests with Dynatect's production planning department.
• Support engineering efforts by managing and organizing drawings and templates for approval, to validate Dynatect's design prior to starting the manufacturing process.
• Administer order requirements via specific customer portals, as assigned.
• Extract relevant data according to Dynatect's internal process/order management requirements.
• Process customer requests for credits and refunds according to established company policies and guidelines.
• Provide return authorization numbers and instructions to customers and representatives with warranty claims or product failures.
• Schedule ship dates for orders within established guidelines as needed.
• Manage freight claim processing and quotations.
• Understand and adhere to the Customer Service departments 'back-up' policies.
• Other duties as assigned.

Requirements

• High School Diploma / GED or higher-level education required.
• Previous Customer Service or related experience preferred.
• 2- or 4-year degree from post-secondary education preferred.