Customer Service Advocate & D365 Support Liaison

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 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.