Customer Service Representative

Mactac North America•Troy, OH

34d

About The Position

To be the liaison between external customers and the Mactac organization regarding the processing, follow-up and expediting of all orders from initial placement to actual delivery. Serves as a customer champion and ensures customer satisfaction in all dealings with Mactac. Excels at the below duties and responsibilities. Requires minimal management support and supervision to handle all issues. Applies strong technical knowledge, communication skills, problem solving and decision making. Establishes and fosters positive customer relationships. Works effectively with team members, peers and management. Is recognized as an expert in all facets of the CSR role. Has a positive and flexible attitude. Handles accounts of high complexity and/or dollar volume in executing customer requirements. Education: HS Diploma/GED with over 5 years of experience, OR an Associate's degree in a business related field with a minimum of 3 years of experience, OR a Bachelor's degree in business or related field with a minimum of 1 year experience.

Requirements

Customer Service experience in manufacturing preferred
Advanced Microsoft Office experience required
ERP Experience preferred
Exceptional problem solving and analytical skills
HS Diploma/GED with over 5 years of experience, OR an Associate's degree in a business related field with a minimum of 3 years of experience, OR a Bachelor's degree in business or related field with a minimum of 1 year experience.
Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Responsibilities

Receive and process customer orders while screening information for accuracy and completeness.
Continually monitors customer order progress throughout the manufacturing operation.
Track and expedite orders as needed.
Acts as liaison between Mactac departments, including sales, marketing, supply chain, logistics and operations.
Serves as a customer champion when interacting with other functions, maintaining a strong understanding of the customer base.
Utilizes problem-solving skills in a proactive manner to communicate customer issues to appropriate parties.
Research and resolves order discrepancies and communicate details to those who can provide corrective action.
Manages customer complaints and works with customer, sales, claims and any other appropriate parties to resolve issues in a manner satisfactory to the customer.
Cross-train to be fully functional on the desk of team members and assist as workload dictates.
Stays abreast of new developments. Is aware of competitive offerings and cross references.
Participate in departmental meetings.
Maintains customer profiles in current systems.
Utilizes company CRM and ERP systems as required.
Actively contributes to the company's continuous improvement efforts by identifying recurring issues and trends to leadership, provides feedback and suggestions to increase efficiency and customer satisfaction as well as collaborating with cross-functional teams to develop and implement new procedures and tools aimed at improving service.
Works closely with Sales Rep to ensure the overall customer experience is positive and world class.
Occasional travel to company and customer facilities, as well as offsite meetings.
Performs miscellaneous duties for projects and events as requested.
Other duties as assigned by management.