Customer Service Advocate

Mazak Corporation; Phoenix (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Mazak Corporation in Phoenix, AZ is seeking a Customer Service Advocate to join our Western Region. The role focuses on improving the customer service experience by acting as a liaison between the service team and customers and by supporting the service team internally.

The successful candidate will manage calls, assist with non-technical inquiries, support D365 usage, coordinate technician appointments, and follow up with customers to ensure satisfaction.

Qualifications

• High School Diploma or GED required
• Strong customer service skills
• Experience using Microsoft Office products
• Accounts receivable and D365 experience a plus
• Ability to multi-task
• Excellent communication and email etiquette
• Attention to detail
• Time management and teamwork

Responsibilities

• Answer initial Service department calls and route or enter cases as needed
• Assist with non-technical questions and set callback expectations
• Support the Region in D365 usage and training
• Advise customers of Field Service Technician appointments and follow-up
• Conduct customer surveys after case closure to assess satisfaction
• Monitor D365 cases and the Mazak Service Portal
• Coordinate with Export for registrations and relocations and update D365 asset movement
• Monitor service email inbox and distribute inquiries to the team

Job description

Mazak Corporation is looking for a Customer Service Advocate to join our Western 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.
• Excellent communication skills, including email etiquette.
• 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.