Customer Advocacy Specialist

Job Title: Customer Advocacy Specialist

How You’ll Help Us Connect the World

CommScope and its brands create cutting-edge network technology that brings people together. As a Ruckus Customer Advocacy Specialist, you will be at the forefront of ensuring a positive customer experience. By fostering strong relationships with customers and collaborating with internal teams, you’ll help deliver exceptional service and play a critical role in driving customer success.

The Customer Advocacy Team supports the Ruckus segment and serves as the primary point of contact for customers, overseeing order fulfillment and addressing customer queries. This role requires you to proactively manage and resolve order issues, ensuring timely and accurate delivery in a fast-paced, B2B environment. You’ll be responsible for maintaining customer satisfaction while identifying opportunities for improvement through regular business reviews and collaboration across multiple departments.

Key Responsibilities:

• Customer Collaboration:
• Work closely with customers to ensure timely and accurate order fulfillment. You will manage order consolidation, handle complex queries, address concerns and provide guidance on credit memo procedures, quality claims, RMA (Return Merchandise Authorization) cases and stock rotations.
• Customer Review Meetings:
• Organize and lead regular reviews with assigned customers to update order backlogs, resolve order discrepancies and gather feedback to enhance the customer experience. You will use data to drive discussions around order efficiency improvements as well as communicate on any significant changes, such as End-of-Life (EOL) notifications and price changes to keep customers informed.
• Subject Matter Expert (SME):
• Serve as the SME for your designated product area, supporting the end-to-end process for onboarding new SKUs, product launches, and the introduction of new product variations.
• Backlog Management:
• Coordinate with customers and internal stakeholders to manage order backlogs effectively. You will prioritize tasks based on strategic objectives to maximize revenue potential by ensuring deadlines are met, issues are proactively resolved and supporting sales to pull in orders for earlier shipments when necessary.
• Process Knowledge Specialist:
• Use your deep understanding of the quote-to-cash process to provide expert guidance to internal teams. You’ll handle change requests and resolve complex order issues in collaboration with sales teams and customers.
• Sales Support:
• Participate in sales meetings, providing updates on customer status and sharing insights. Collaborate with sales teams to ensure customer needs and priorities are aligned with overall business objectives.
• Process Enhancement:
• Contribute to process improvement projects by supporting testing, training, and implementation efforts aimed at increasing operational efficiency and enhancing the customer experience.
• Ad-hoc Projects:
• Assist with ad-hoc projects as required. Demonstrate flexibility and adaptability in meeting evolving business needs.

Required Qualifications:

• Self-driven and Proactive: Ability to work independently, think creatively, and take the initiative to solve problems.
• Attention to Detail: Excellent organizational skills with a keen eye for detail and the ability to manage multiple priorities in a fast-paced environment.
• Communication Skills: Strong written and verbal communication skills to engage effectively with both internal and external stakeholders.
• Collaboration Across Functions: Ability to work seamlessly across teams and time zones, collaborating with colleagues globally to meet customer needs.
• Time Management: Ability to prioritize workload effectively to meet deadlines and manage competing demands.
• Multitasking Ability: Ability to handle a variety of tasks simultaneously and work efficiently under pressure.
• Team-Oriented: Enjoy working as part of a team to achieve shared goals, learn from others, and contribute to the success of the team.
• Technical Proficiency: Experience with Salesforce (SFDC), SAP, and Business Objectives is advantageous.
• Language Skills: Proficiency in English. Additional languages are a plus.
• Software Proficiency: Strong skills in Microsoft Office Suite, including Advanced Excel (Pivot/Sorting Data/Formulas), PowerPoint and Word)/ Ability to leverage Copilot and experience in Power BI considered a plus.

You Will Excite Us If You Have:

• Previous experience in customer service, customer advocacy, or related roles within a B2B environment is preferred.
• Experience working with complex order processes and collaborating with cross-functional teams is beneficial.

Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. 

The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/How-We-Hire/?locale=en_US

Why CommScope?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com

If you want to grow your career alongside bright, passionate, and caring people who strive to create what’s next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com.

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