Customer Service Representative - St Marys
About The Position
Morgan Advanced Materials is hiring a Customer Service Representative for its business unit specializing in carbon, graphite, and carbide products. The role focuses on customer communication, accurate order processing, timely quotes, and resolving customer and technical-support issues in accordance with service level agreements and support procedures. The representative records customer interactions, gathers and acts on customer feedback, maintains product knowledge, and collaborates with colleagues to support customers. The position requires use of information subject to ITAR, EAR, and NRC regulations; applicants must be U.S. persons as defined by 22 CFR 120.15.
Requirements
- Knowledge of Morgan products, including their features, benefits, and how customers use them.
- Experience working with customers to discover needs, develop relationships, and evaluate and improve customer satisfaction.
- Ability to use Client Relationship Management platforms.
- Ability to use database user interfaces and query software.
- Applicants must be U.S. persons as defined by 22 CFR 120.15 due to the role's access to information subject to ITAR, EAR, and NRC regulations.
Responsibilities
- Engage with customers by telephone or email to provide product information, manage accounts, arrange meetings, and gather details about queries or complaints.
- Provide accurate customer quotes in a timely manner.
- Study product information to build professional knowledge of Morgan products and their applications.
- Process customer orders promptly and accurately, aiming for zero errors during system entry.
- Understand customer needs and act on them appropriately.
- Maintain accurate records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
- Seek out and report customer satisfaction using surveys and other feedback.
- Respond to colleague questions and collaborate to help customers.
- Resolve customer and technical-support queries quickly, maintain complaint records, and escalate issues when appropriate.
- Develop customer relationships, seek and act on feedback, and support new product development with customers.
- Contact potential new customers, understand their needs, present relevant solutions and technical information, and suggest next steps.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
