Customer Advocate - job 2 of 2

At PFL a Vomela Company, every role opens a path to grow because your potential fuels our progress. Take pride in being part of a company thriving on the global stage, where our people create immersive brand experiences that leave a lasting impression. Here, you’re not just an employee; you’re an owner with a real stake in our success. Our strength is our people: a global team turning collaboration into extraordinary results.

Customer Advocates serve as consultative partners to PFL's eCommerce customer, helping transform marketing ideas into impactful print and direct mail campaigns that drive results.

This sales role is designed for individuals who are curious, competitive, and motivated to grow customer relationships through discovery, recommendation, and execution. Customer Advocates do more than process orders, they uncover customer goals, recommend solutions, and help clients achieve better marketing outcomes. 

If you enjoy asking questions, solving problems, and influencing results while building long-term customer relationships, this role offers a strong foundation in consultative sales within a well-established, national print and marketing environment.

What Successful Customer Advocates Do

• Conduct discovery conversations to understand customer goals, audiences, and campaign objectives.
• Recommend print and direct mail solutions aligned with customer marketing strategies.
• Perform informal and formal needs assessments for each customer to recommend appropriate printing and mailing solutions.
• Grow existing accounts through proactive outreach, opportunity identification, and relationship development.
• Guide customers from idea conception through final production while maintaining ownership of the customer experience.
• Identify opportunities to expand campaigns, improve results, and increase customer value.
• Collaborate with internal teams to deliver solutions that meet both customer objectives and operational requirements.
• Balance sales growth with flawless execution and follow-through.
• Prospect within existing accounts to uncover new opportunities.
• Utilize company tools and workflows to advance opportunities and ensure successful delivery.

What Success Looks Like Successful Customer Advocates:

• Ask thoughtful questions before proposing solutions.
• Take initiative to recommend improvements instead of simply fulfilling requests.
• Are energized by goals, performance metrics, and continuous improvement.
• Build trust by understanding customers’ business, not just their print specifications.
• Combine relationship-building with accountability for results.

Qualifications

• 2+ years of customer-facing experience in sales, service, or account management preferred.
• Interest in developing consultative sales skills.
• Strong communication and active listening abilities.
• Comfortable balancing relationship management with performance expectations.
• Technically curious and willing to learn new systems and workflows.
• Highly organized with strong attention to detail.
• Ability to thrive in a fast-paced, team-oriented environment.
• Demonstrates behaviors aligned with our values of Commitment, Accountability, Respect, Excellence, and Service.

Training & Work Location

Customer Advocates participate in a structured onboarding and development program designed to build consultative selling and industry expertise.

• This role requires full-time, in-person work in Livingston during the initial onboarding and training period, lasting approximately six months.
• New hires are not expected to arrive with print or direct mail expertise. Training includes hands-on coaching, real-time feedback, and close collaboration with experienced team members.
• The onboarding period focuses on developing discovery skills, solution recommendations, and consultative customer conversations.
• Consistent in-person engagement during onboarding is essential to developing the skills and confidence needed for success in this role.

Following successful completion of onboarding and demonstrated strong performance:

• Customer Advocates may become eligible for a hybrid work arrangement.
• Hybrid employees may work from the Bozeman office up to three days per week, with two days per week in the Livingston office.
• Hybrid flexibility is performance-based and contingent upon sustained role proficiency.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources