Customer Support Specialist

Maxcess International•Neenah, WI

5d•Hybrid

About The Position

Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax. Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written communication skills. There are three representative customer service tiers that define levels of training, ability, and responsibility: CSS I, CSS II, and CSS III. Core competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Requirements

Associate degree with 3 - 5 years’ Customer Service experience OR GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries
Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
Able to manage pressure well and be detail-oriented
Integrity and high ethical standards
Strong organizational skills
Fluent in standard Windows based application
Ability to work in team and individual environments without supervision, initiative-taking.
Ability to work collaboratively across functions to accomplish goals and meet company objectives
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed
Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals
Ability to thrive in a fast-paced environment
Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures
Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
Ability to assess own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
Ability to understand business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals
Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources
Ability to manage difficult or emotional customer situations; responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity
Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals
Approaches others in a tactful manner; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
Ability to sit for extended periods of time
Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.

Nice To Haves

Knowledge of Epicor ERP system is a plus
Knowledge of Salesforce is a plus

Responsibilities

Provide the best customer service in the industry
Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations
Establish and maintain customer records and contact information
Processing of inquiries for product quotes
Processing of sales orders from customer purchase orders (duplicate units and new units)
Expedite and communicate status inquiries on unit/part quotes and sales orders
Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues
Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements
Support continuous improvement initiatives and processes through active involvement
Actively support and maintain business objectives and initiatives
Other duties as assigned to meet departmental and company objectives
Manage waste responsibly (utilize proper containers, participate in the recycling programs)