• Customer Advocate

    Location US-NY-Latham | US-KS-Overland Park | US-NJ-Princeton | US-TN-Franklin | US-PA-Pittsburgh
    Job ID
    2018-10360
    # of Openings
    1
    Job Category
    Customer Service/Support
  • Overview

    Contribute to a Safer, More Secure, and More Sustainable World. At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.

    Responsibilities

    The Customer Advocate mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Addresses open-ended comments submitted through the Customer Experience Survey (CES) as well as all formalized complaints. Partners with various Division & Regional Leaders to identify improvement opportunities, set action plans, and implement recommendations for addressing issues and needs of customers.

     

    JOB RESPONSIBILITIES:

     

    1. Collaborates with Division based teams to service specific key client needs and/or industry needs, as agreed with Divisional management, including but not limited to: proactive customer outreach, primary market research, and industry association meeting participation.
    2. Acts as the main point of contact for all customer complaints submitted through incoming calls, e-mails, and the internal online customer feedback form for the following Divisions in North America:
      1. WERCS
      2. UL Prospector
      3. Compliance to Performance
      4. EHS Sustainability
    3. Partners with the Customer Advocates outside of North America to provide a holistic set of recommendations globally for these Divisions.
    4. Responds to customers who submit open-ended comments via the Customer Experience Survey (CES) within 48 hours of receipt of the comment. Proactively addresses the customer’s concerns.
    5. Documents customer feedback, root cause, preventative actions, and corrective actions in the Customer Advocacy SharePoint log.
    6. Conducts 3 month follow-up calls for all closed issues to ensure customer satisfaction.
    7. Investigates and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with.
    8. Communicates customer feedback to management and staff.
    9. Interacts with individual operating units and regional general managers to obtain feedback, recommend customer responsiveness initiatives, and implement recommendations for improvement.
    10. Develops monthly and quarterly management reports for the Divisions supported.
    11. Participates in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP.

    Qualifications

     

    • Bachelor’s degree in Business Administration or similar field
    • At least 5 years of experience in a customer focused position
    • Previous work experience in the consumer products industry 
    • Preferred knowledge of the chemicals industry and sustainability compliance regulations

     

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