Job DescriptionJob Description
Labelmaster is an established and growing company that takes the complexity out of shipping Dangerous Goods (Hazmat), making the world a safer place.
At Labelmaster, we are way more than labels. We sell and manufacture products, develop software and provide services for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses.
We are looking for an experienced Customer Service Advocate who:
Does not want to work in Corporate AmericaWants to make a difference every day at workWants to have true work/life balanceLoves to learn new thingsHas ideas on how to make things better
BenefitsHealth InsuranceDental & Vision InsuranceLife InsuranceMedical & Childcare Flexible Spending AccountsEducation Assistance401(k) with MatchingFitness BankPre-tax Transit ProgramPTO BankPaid HolidaysPaid Diversity DaysVolunteer Time OffReferral Bonus ProgramCompetitive wage ($20-$24 hourly)Hybrid work schedule
Position Purpose
This position manages E-commerce based order channels, E-procurement engagement, and excellent customer service. Our E-commerce team requires familiarity with technical processes, fast data entry skills, attention to detail within complex software applications and excellent communication.
This is a customer-engaging position that is expected to meet and exceed all Customer Success metrics, including revenue goals, calls answered, orders taken, quotes processed, and complaints resolved within acceptable guidelines.
This position contributes to Labelmaster’s growth by supporting internal & external customer relationships, and by understanding and clearly conveying, orally and in writing, detailed order, product, and quote information.
Essential Functions & Principal Accountabilities
Being physically present at the worksite when required
• Manages and supports E-commerce Accounts & E-procurement channels
• Meets and exceed metrics for:Number of calls handled, ASA(Average Speed of Answer), AHT(Average Handle Time – call and after-work), AR (abandoned Rate), Conversion Rate (CR) Receiving, processing, and documenting orders, product pricing requests, product availability inquiries, order status request, billing inquiries, and complaintsEscalating inquiries according to their urgency• Works with internal partners, Sales, Marketing, Product Management, and Manufacturing to address Customer Opportunities, sales quotes, and complaints
• Works with internal partners to manage Customer requests to ensure timely and accurate delivery of quotes and products
• Manages Customer inquiry resolution and communication processes, including addressing Customer escalations, updates, and resolutions within established timelines
• Always represent Labelmaster professionally
Skills and Attributes We’d Like You to Have
Familiarity with ERP/CRM SystemsFamiliarity with E-comm based applicationsMS Office skillsExcel and WordMeet daily phone coverage requirements 4-6 hours dailyMeet daily order entry requirements for assigned teamAnswer & respond to customer questions within 24 hoursAttend and participate in weekly meetingAnswer phone within 7s Answer customer questionsTake customer ordersRepresent LabelMaster professionally at all timesExperience We’d Like You to HaveE-commerce / E-procurement
o Ariba
o Coupa
o True Commerce
o Web based order platforms
• Support of external and internal Customers
• Adept at using multiple systems and tools to support Customer engagement, including web-based ERP, eCommerce, MSOffice suite
• Solid understanding of Customer Satisfaction metrics (NPS)
• Strong understanding of Continuous Improvement practices, leveraging systems and processes to improve Customer experience and internal efficiencies
• Desired: Knowledge of Dangerous Goods regulatory environmentEducation/Training/ExperienceHigh School diploma or equivalent3-5 year customer service experience preferredMS Office Suite experience desirable#zip
EEO Employer – Veterans and IWD are strongly encouraged to apply
Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.
Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Acknowledgements & Consent
American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:
Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and
Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.
I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.
I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.
I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.
If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300
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\nCompany Description
At Labelmaster, we help businesses take the complexity out of hazmat transportation to make the world a safer place. We develop really cool software that all kinds of businesses need to keep their stuff moving across the globe. We’ve been around for 50 years and our software is in nearly all Fortune 100 manufacturing, healthcare, automotive, transportation and other businesses that need to move hazmat (or Dangerous Goods).
Company DescriptionAt Labelmaster, we help businesses take the complexity out of hazmat transportation to make the world a safer place. We develop really cool software that all kinds of businesses need to keep their stuff moving across the globe. We’ve been around for 50 years and our software is in nearly all Fortune 100 manufacturing, healthcare, automotive, transportation and other businesses that need to move hazmat (or Dangerous Goods).
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