Customer Service Advocate

Mazak Corporation; Windsor Locks (CT); On-site; USD 40,000 - 55,000; Full time

Job summary

Mazak Corporation is seeking a Customer Service Advocate to enhance the customer experience in Windsor Locks, Connecticut. This role involves serving as a liaison between the service team and customers, handling service calls, and ensuring effective communication about service appointments.

The ideal candidate should possess strong customer service skills, be proficient in Microsoft Office and ideally have experience with D-365. The position offers a chance to improve service processes and satisfaction while working in a collaborative environment.

Responsibilities

• Answer initial Service department calls and assist with customer questions.
• Support Region in D365 usage and provide technical support/training.
• Improve communication between Mazak and customers about appointments.
• Conduct customer surveys to assess satisfaction.
• Monitor incoming D365 cases and service email inbox.
• Assist with service receipts and workorders, and other vendor issues.

Skills

Customer Service skills

Microsoft Office products

Account Receivable

D-365 experience

Multi-tasking

Excellent communication skills

Attention to detail

Time Management

Teamwork

Education

High School Diploma or GED

Tools

D-365

Microsoft Office

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.
• 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 Know Your Rights notice from the Department of Labor.