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Customer Service Advocate

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Scope Recruitment 26/04/2018
Position: Location: Sector:
Customer Service Advocate
Alpharetta, GA Huntsville 3001 9th Ave SW Alabama 35805


The Customer Service Advocate leads the execution of the order fulfillment process to meet the customer service performance objectives and to strengthen relationships with customers.


  • Support Customer Setup Process
  • Set up new customers in information systems (including shipping locations, billing information, item authorization, pricing, payment terms, etc.)
  • Conduct customer maintenance activities
  • Process Customer Orders
  • Receive / Enter customer orders
  • Ensure accuracy of customer order information vs. customer/item information in systems; resolve discrepancies internally or with customers
  • Process shipped orders to point of Invoice Release
  • Provide front-line customer service performance
  • Working with other associates/departments/affiliates, troubleshoot and determine options for problem orders which:
  • are on “Hold” status
  • do not have sufficient inventory available for shipment
  • have shipping problems
  • have any other situation prohibiting processing or fulfillment of orders
  • Communicate problem situations with customers and negotiate alternatives
  • Notify Sales Directors and other Senior Managers about problem situations which may be elevated within the Customer’s organization
  • Execute Vendor-Managed Inventory (VMI)
  • Analyze customer inventories and sales volume velocity by item
  • Identify future requirements
  • Create purchase orders to internal manufacturing sites on behalf of Customer and secure Customer approval of orders
  • Maintain customer files


  • 5-7 years business experience with a $50 million+ consumer packaged goods company, with 2-3 years’ experience in a Customer Service or Inside Sales role
  • Bachelor’s Degree or equivalent experience
  • Manufacturing and/or Distribution exposure
  • High standards of performance and an overwhelming passion for serving customers; presents an excellent “face to the customer”
  • Detail-oriented; ensures that potential issues or problems are not overlooked
  • Ability to multi-task and manage multiple priorities simultaneously
  • Team-oriented with excellent communication skills
  • Ability to influence others to meet timelines and commitments
  • Self-starter who is comfortable in a small office environment “wearing many hats”
  • SAP and ERP system experience desired
  • Ability to speak Spanish desired

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