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JOB REQUIREMENTS: Position: Customer Care Advocate II Location: Milwaukee, Wisconsin - OR - Florence, Kentucky - OR - Chino, California - HYBRID Reports To: Manager II, Customer Care The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA isproficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries. Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with \"can do\" attitudes, a willingness to learn and a passionfor process improvement. MAJOR RESPONSIBILITIES: Dedication to 80-20 overserve strategies and continuous improvement Collaborates with other teams to drive resolution/shipment on open order reports Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures Responsible for building strong customer relationships and delivering customer-centric solutions. Support corporate initiatives designed to overserve our customers while providing an effortless customer experience Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals Handles customer escalations, autonomously with first contact resolution when possible. Work with internal teams with a high sense of accountability and urgency Works with internal partners (Credit, Planning, Shipping, etc...) to drive resolution on customer-impacting issues Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids Escalation pointfor newer associates within customer care department Handles conflict situations effectively, with a minimum assistance Handles complex customer inquirieswith expanded product knowledge Proactively suggests product substitution/interchanges independently and demonstrates... For full info follow application link. Equal Employment Opportunity Employer: Female/Sexual Orientation/Gender Identity/Minority/Veteran/Disabled ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/3CFA0D74FD564F38