Customer Solution Advocate Job detail

Customer Solution Advocate – Dayton, NJ

The Opportunity:

The Customer Solution Advocate will be responsible for receiving and processing orders directly from customers or sales team members in a timely and accurate manner.  Requires detailed data entry into company designed computer system and communication with internal resources regarding needs of client.  The Customer Solution Advocate will be onsite at Dayton, New Jersey.

How you will impact Smurfit Westrock Packaging Solutions:

• Receive order details and order data into computer system.
• Communicate with customers and/or sales of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
• Receives and resolves most customer complaints, escalating issues accordingly to manager or sales.
• Closely follows all established policies, guidelines and pricing for customer accounts and service.
• Partners with sales team to meet customer's expectations and to support new opportunities for customers.
• Consults with production, warehouse, and drivers to expedite or trace missing or delayed shipments.
• Prints shipment documents for processing by warehouse.
• Tracks returned merchandise reason codes and adjusts improve service quality.
• Compiles and prepares various reports for management.
• Provides timely feedback to management team regarding service failures or customer concerns.

What you need to succeed:

• Associate degree (AA) or equivalent from two-year college or technical school preferred. 
• Minimum of 6 months of customer service experience or relevant office experience. 
• Knowledge of packaging products a plus.
• Effective analytical skills with the ability to identify and understand problems and select appropriate resolutions.
• Strong interpersonal, verbal, and written communication skills with various organizational levels.
• Fluency in English required, verbal and written; bilingual skills preferred.
• Proficient data entry skills and working knowledge of MS Office products.
• Available to work the last day of each month to process closing of month end.

The starting rate for this position is $24.00/hr., depending on your role, level and location. The benefits for this role may include short-term bonus incentives, health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number or programs that provide for both paid and unpaid time away from work. Your actual pay will be based on your work location and other factors, such as your skills, experience and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.