Customer Experience Advocate

Mazak-Corporation; Phoenix (AZ); On-site; USD 52,000 - 64,000; Full time

Job summary

Mazak Corporation in the Western Region is seeking a Customer Service Advocate to enhance the service experience by acting as a liaison between the service team and customers, and by supporting internal service operations.

The role handles calls, assists with non-technical questions, manages D365 cases, coordinates technician visits, and ensures timely follow-ups while maintaining strong Microsoft Office proficiency.

Qualifications

• Strong customer service skills.
• Experience using all Microsoft Office products.
• Account Receivable and D365 experience a plus.
• Ability to multi-task.
• Great attention to detail.
• Time management skills.
• Ability to work effectively in a team environment.

Responsibilities

• Answer initial Service department calls and assist with non-technical customer questions.
• Transfer technical issues to the appropriate person or enter cases and set callbacks.
• Support the region in consistent system usage and provide technical support/training in D365.
• Improve communications between Mazak and customers by coordinating technician visits and following up.
• Conduct customer surveys after cases are closed to assess satisfaction.
• Monitor D365 cases and the regional service email inbox; coordinate with Export for registrations/relocations.
• Monitor service receipts and close out work orders.
• Process Mitsubishi orders, returns and related issues with other vendors.
• Distribute customer purchase orders to the appropriate team.
• Assist in shipping service tools to field technicians.
• Assist with special projects as requested by the Service Manager.
• Handle invoicing for service billing.

Skills

Customer service

Time management

Multi-tasking

Attention to detail

Teamwork

Education

High school diploma or GED

Tools

Microsoft Office

D365 / Dynamics 365

Job description

Mazak Corporation in the Western Region is seeking a Customer Service Advocate to enhance the service experience by acting as a liaison between the service team and customers, and by supporting internal service operations.

The role handles calls, assists with non-technical questions, manages D365 cases, coordinates technician visits, and ensures timely follow-ups while maintaining strong Microsoft Office proficiency.