Customer Service Advocate

Mazak Corporation; Windsor (CT); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Mazak Corporation is seeking a Customer Service Advocate for our Northeast Region to improve the customer service experience. This role acts as a liaison between the service team and customers and supports the service team internally.

Responsibilities include handling calls, ensuring proper case routing in D365, regional coordination for technician appointments, and post-case customer surveys. Strong organizational and team-based skills are essential.

Qualifications

• Strong customer service skills.
• Experience using Microsoft Office products.
• Accounts Receivable and D365 experience is 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 or escalate and set callbacks.
• Transfer technical issues to the appropriate person or enter cases.
• Support the Northeast Region by ensuring consistent D365 system usage and training.
• Update customers on Field Service Technician appointments and follow-ups.
• Conduct customer surveys after cases are closed to gauge satisfaction.
• Monitor and manage D365 cases generated by customers via the Service Portal.
• Coordinate with the Export department for machine registrations and relocations; update D365 asset movements.
• Close out service work orders and process related tasks as needed.
• Process Mitsubishi orders, returns and related issues with vendors.
• Distribute customer purchase orders to the appropriate team and monitor D365 ‘Parts and Other Cases’.
• Submit Ringi-Shos for building and service supplies.
• Assist with shipping service tools to technicians and coordination of accessory deliveries.
• Support special projects/requests from the Service Manager.
• Handle invoicing for service billing/invoicing duties.

Skills

Customer Service

Microsoft Office

Accounts Receivable

D365 experience

Time Management

Attention to detail

Teamwork

Education

High School Diploma or GED

Tools

D365

Job description

Mazak Corporation is looking for a Customer Service Advocate to join our Northeast 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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