Customer Service 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 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.


• 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
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