Customer Service Advocate

Mazak Corporation; Houston (TX); On-site; USD 36,000 - 56,000; Full time

Job summary

Mazak Corporation is seeking a Customer Service Advocate to strengthen the Southwest Region by acting as a liaison between the service team and customers. The role focuses on improving the customer experience and internal support for the service team, including case management in D365 and timely communication with customers.

The ideal candidate will have strong customer service skills, experience with Microsoft Office and D365, and the ability to multitask in a fast-paced environment across

Qualifications

• Customer service experience required.
• Proficient in Microsoft Office.
• Experience with D365 and accounts receivable is a plus.
• Ability to multi-task and work in a team.

Responsibilities

• Answer initial Service department calls and transfer technical issues.
• Support the Region in system usage and training.
• Follow up with customers on upcoming appointments and surveys.
• Monitor the regional service email inbox and coordinate with Export for registrations.
• Assist in field service coordination and invoicing for service billing.

Skills

Customer service

Microsoft Office

Accounts Receivable

Multi-tasking

Attention to detail

Time management

Teamwork

Education

High School Diploma or GED

Tools

D365

Job description

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 through the following responsibilities listed.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:

• 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
• The proficient D365 associate will help support the Region in consistent system usage and technical support/training
• 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

Secondary duties may include, but are not limited to the following:

• 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.

Education/Cortication’s:

• High School Diploma or GED Required

Skills:

• Strong Customer Service skills.
• Experience is using all Microsoft Office products.
• Account Receivable and D-365 experience a plus.
• Ability to multi-task.
• Have great attention to detail.
• Know how to work effectively using Time Management skills.
• Ability to effectively work in a team environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.