Customer Advocate/Customer Service - Naperville/Aurora, IL

Our global headquarters located in the Naperville/Aurora, Illinois has an immediate opportunity for a Customer Advocate.The Customer Advocate directly supports one or more Account Teams. This role is responsible for supporting customer relationship management (CRM) activities initiated and led by the Account Manager, coordinating internal initiatives to meet customer needs, facilitating information flow keeping both the account team and customer informed, driving internal customer satisfaction actions and executing order fulfillment. Is a focal point for both internal and external customers to direct questions to.The primary responsibilities of the Customer Advocate are: Support Account Manager in Leading CRM Initiatives - (45%)•Primary internal point-of-contact for customer needs and proactive issue resolution.•Establish and maintain Customer Care file ensuring product specifications, shipping and packaging instructions, and contact information.•Coordinate timely response to customer inquiries with technical, operations, quality and business teams.•Respond to customer inquiries regarding invoicing, documentation and warehousing.•Provide product information, pricing and availability of products.•Process pricing and sample requests.•Publish weekly customer activity report and metrics to the account team.•Key metric is responsiveness (timely communication and execution).Order Fulfillment - (25%)•Process and execute product orders.•Communicate customer’s needs to production and shipping.•Handle inquiries regarding acknowledgements, freight questions and invoices.•Satisfy customer requests and forward customer specifications, delivery commitments and other requests.•Adhere to appropriate regional and international compliance regulations.•Key metric is supply assurance (on-time and accurate shipments).Monitor inventory levels at remote warehouses to efficiently service customers - (20%)•Coordinate with the Material Coordinator and Logistics Team to maintain adequate inventory levels based on usage and forecast.•Monitor finished goods inventory levels in remote warehouses and initiate replenishment actions as appropriate.•Communicate inventory levels and consumption to production, planning, distribution, customers and the Account Team.•Reconcile inventories as needed in coordination with the planning and logistics teams.•Key metric is supply assurance (accurate and timely ship and bill transactions).Collaborate with operations, business and planning and logistics team for customer needs or special requests - (10%)•Packaging•Warehousing•Freight carriers•Product samples•Price requestsLanguage – English required with additional skills consistent with regional needs.Behavioral – Effective communication skills; strong interpersonal abilities; listening and responsive to customer expectations; time management skills; ability to work in a team environment with little supervision, high degree of initiative and proactive issue resolution. Computer – Proficient skills in a Microsoft Windows environment, Lotus Notes and Oracle ERP software. Experience – 5 to 10 years experience as a customer service professional, experience in logistics and distribution is a plus.Travel – Up to 10% domestic travel with occasional international travel as needed.Education - Bachelor’s degree in Engineering or Business preferred.CMC offers a world class benefits package that includes medical, dental, vision, health care & dependent care flexible spending accounts, employee assistance plan and company paid basic life/AD&D/Short Term Disability/Long Term Disability coverage. Benefits eligibility begins on first day of employment; no waiting period! Employees seeking additional income protection may also purchase supplemental life insurance (employee & dependent) and LTD coverage. CMC’s 401(k) Plan is well above industry standards and includes very generous company matching contributions and immediate vesting. We also have a global Employee Stock Purchase Plan that enables employees to purchase shares of CMC stock at a discounted price.In addition to these highly competitive benefits, company employees receive generous paid time off, floating holidays and company holidays. Other benefits include on-site fitness center and cafeteria.Cabot Microelectronics Corporation is an Equal Opportunity/Affirmative Action Employer.CLICK HERE TO APPLY