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Sr. Customer Advocate

Company: Volvo Group
Location: Greensboro
Posted on: December 5, 2019

Job Description:

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions. Our technology sets the standard our people make the difference all day every day Purpose/Description The primary purpose of this role is to enhance the company image by providing effective tools, training, and feedback to employees and customers with problem solving techniques to resolve conflict, dissatisfaction, and to increase uptime. The Sr. Customer Advocate works cooperatively with internal departments, such as Accounting, Field Service, Sales, Technical Support, Dealer Development and any other applicable teams to identify issues and actions. A secondary responsibility of this role will also be to lead and support the overall standing of the financial process related to accounting and customer cases. Core_Responsibilities * Monitor and continuously improve audit process to track complaint trends and manage outstanding case logs. Communicate status monthly to Uptime Support Management team. * Coordinate the response to all customers inquires/complaints and dri resolution of aged cases. * Document complaints in ASIST and report unresolved issues monthly, including aging, to regional service directors and VP Customer Satisfaction. Drive resolution of aged cases to meet and exceed metric targets. * Develop corrective and where applicable, preventive actions to address root causes of escalating customer complaints, chiefly involving quality issues. Work with Operations Team and Operations Support to implement where needed. * Train select individuals in critical case management to effectively manage customer complaints at the Executive level. * Manage and monitor outstanding cases within a (90) day window by completing PO requirements. * Monitor and review invoicing to ensure fleet accounts, where applicable are paid within a (60) day window. * Function as the primary liaison between Accounting and VAS for all financial concerns. Recommend corrective actions or escalate where needed. Critical_Competencies * Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively. * Customer Focus: Understanding and meeting the needs of customers and addressing the interests and concerns of all organization stakeholders. * Conceptual Thinking: Understanding how elements, problems, and situations are related to each other and to the larger environment. * Attention to Detail: Monitoring adherence to standards and actively checking for accuracy of data received or generated before passing it on. * Ownership / Accountability: Taking the lead in getting the job done and accepting responsibility for personal actions, costs, and results. * Interpersonal Influence: Building strong work relationships and adjusting to how individuals, organizational units, and cultures function and react. * Analytical Skills: Recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action. * Planning & Organization: Anticipating and drawing inferences about the future and structuring resources and actions in a logical manner. * Negotiation Skills: Influencing others to get their agreement on terms for the purchase or exchange of goods and services. * Professionalism: Dealing directly and forthrightly with people and problems, persisting to get the job done, and managing personal responses and stress. * Quality Advocate: Championing the quality process by reinforcing the organization's vision, quality values, and quality processes and by fostering the continuous improvement of all operational and business practices. * Dependability/Reliability: Following through on commitments, producing timely work to required -- or higher -- standards, and pitching in to get the job done. Minimum_Education_And_Experience * BA / BS degree required; MA preferred * Conflict management experience * Minimum 5 to 8 years customer and dealer interaction and support * Financial understanding as it relates to business and more specifically, case management. * Strong written and verbal communication skills. About_Us Founded in 1900,Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as The American Truck You Can Count On, thanks to our durable, reliable and application-driven vehicles that get the job done. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win. Mack is part of the Volvo Group, one of the world s leading manufacturers o trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta. Auto req ID ******BR Entity Mack Trucks State / Province North Carolina City/Town Greensboro Employment/Assignment Type Regular Travel_Required_(maximum) Occasional Travel Functional Area Aftermarket Last application date 27-Nov-2019 US Disclaimer text Volvo Group North America is an Equal Opportunity Employer E.O.E./M/F/Disability/Veteran We Participate in E-verify

Keywords: Volvo Group, Greensboro , Sr. Customer Advocate, Other , Greensboro, North Carolina

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