Customer Service Advocate
About The Position
Mazak Corporation is looking for a Customer Service Advocate to join our Southwest Region. This position is responsible for improving the customer service experience by acting as a liaison between the service team and customers along with supporting the service team internally. The role involves answering initial service department calls, assisting with non-technical customer questions, transferring technical issues, and managing cases. A key aspect is improving communication between Mazak and the customer by advising customers of Field Service Technician appointments and following up with them. The role also includes conducting customer satisfaction surveys, monitoring D365 cases and the regional service email inbox, and coordinating with the Export department for machine registrations and relocations. Secondary duties involve monitoring service receipts, processing orders and returns, distributing purchase orders, submitting Ringi-Shos, assisting with shipping service tools, coordinating accessory deliveries, assisting with special projects, and handling service invoicing.
Requirements
- High School Diploma or GED Required
- Strong Customer Service skills.
- Experience is using all Microsoft Office products.
- Ability to multi-task.
- Excellent communication skills, including email etiquette.
- Have great attention to detail.
- Know how to work effectively using Time Management skills.
- Ability to effectively work in a team environment.
Nice To Haves
- Account Receivable and D-365 experience a plus.
Responsibilities
- Answer initial Service department calls, assist with non-technical customer questions, transfer technical issues to appropriate person or enter cases and set proper call back expectations
- Support the Region in consistent system usage and technical support/training using D365
- Improve communications between Mazak and the customer by assisting Team Leaders in advising customers of Field Service Technician upcoming appointments, and regularly following-up with customers as needed.
- Conducts customer survey after case is closed to assess level of customer satisfaction
- Assist in monitoring incoming D365 cases generated by the customer through the Mazak Service Portal.
- Monitor the regional service email inbox to ensure customer inquiries are not overlooked.
- Coordinate with the Export department for machine registrations and relocations and update D-365 asset movement
- Monitor service receipts and close out workorders.
- Process Mitsubishi orders, returns and other associated issues along with other vendors as well
- Assist monitoring D365 “Parts and Other Cases”; distribute customer purchase orders to the appropriate team
- Complete and submit Ringi-Shos for building and service supplies.
- Assist Team Leaders as needed with shipping service tools to Service Technicians.
- Assist Install Coordinators with accessory delivery updates and customer coordination follow-ups.
- Assist in special projects/ requests as needed by the Service Manager
- Handle invoicing for service by distributors/vendors or any other related service billing/invoicing duties.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
