Customer Service Representative

Mazzella; Cleveland (OH); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental

Vision

401(k) with company match

Life insurance

Disability insurance

Teledoc

Job summary

The Mazzella Lifting Center is seeking a Customer Service Representative to be the primary internal customer-facing contact. You will handle calls, web requests, quotes, sales orders, counter sales, and coordination with technicians and suppliers.

Responsibilities include managing CRM and ERP data, delivering timely price quotes, tracking orders, and supporting the Service Supervisors with scheduling. Strong communication and multi-tasking are essential.

Qualifications

• At least 2 years’ experience in customer service or related customer facing position strongly preferred.
• Experience with CRM and case management systems preferred.
• Experience with ERP software preferred.
• Experience with Netsuite or Oracle a plus.

Responsibilities

• Answer incoming phone calls, counter sales, and manage daily electronic requests.
• Provide superior customer service to increase customer attraction and retention.
• Offer timely responses to price quotes, order inquiries, adjustments, returns and cancellations.
• Nurture customer relationships to ensure proper support.
• Utilize CRM to maintain complete call records and valid customer information.
• Coordinate delivery times with production to meet customer expectations.
• Prepare quotes and assist with service quotes for repair.
• Support service technicians with parts and component identification.
• Follow up on active repair quotes and document progress.
• Assist Service Supervisor with planning and scheduling work as required.

Skills

Communication skills

Attention to detail

Multitasking

Self-motivation

Education

High school diploma or GED preferred

Tools

CRM system

ERP Software

Netsuite

Oracle

Job description

Brief Description

The Customer Service Representative is the primary internal customer facing representative of the Lifting Center. Perform various customer activities including answering incoming calls and web requests for products and services, direct calls to specialists, service technicians, prepare quotes, sales orders, counter sales and duties as needed.

Requirements

• Answer incoming phone calls, counter sales, and manage daily electronic requests.
• Execute expectations by providing superior customer service to increase customer attraction and retention.
• Offer a timely response to requests for price quotes, order inquiries, adjustments, returns, and cancellations.
• Nurture customer relationships to ensure proper support.
• Utilize our customer relationship management (CRM) system to maintain complete call records, and valid customer/account information, to support increased product sales goals.
• Coordinate delivery times with production to achieve customer satisfaction if normal lead times are not adequate.
• Collect market data to create and analyze reports resulting in gross margin management
• Relate to diverse customers in an inclusive manner.
• Assist Service Supervisor with planning and scheduling work when required
• Interact with technicians, Service Supervisor, Service Manager, vendors and customers to construct the proper repair quotes
• Provide the required support to the service technicians in the field regarding parts and component identification
• Follow up on active repair quotes on a regular basis and document the progress
• Other duties as assigned

Education

A high school diploma or GED preferred, technical school or military experience a plus

Experience & Skills

• At least 2 years’ experience in customer service or related customer facing position strongly preferred
• Experience with CRM and case management systems preferred
• Experience with Enterprise Resource Planning (ERP) Software preferred
• Experience with Netsuite or Oracle a plus
• Requires solid written and verbal communication skills
• Overall PC literacy (Microsoft Office 10) are required
• Must be detail oriented, self-motivated and disciplined with the ability to handle multiple tasks
• Must successfully complete a criminal background check, drug screen and E-verify

Summary

At Mazzella, we're more than just a company – we're a family. With over 1300 employees and 60 locations, we lead the industry with humility and dedication to our people. When you join us, you become part of a team-oriented environment where your well-being and growth are our top priorities.

Why Join Mazzella?

• Team-Oriented Environment: Experience the power of collaboration and support from colleagues who genuinely care about your success.
• Work-Life Balance: Enjoy a real balance between your professional and personal life, ensuring fulfillment both at work and at home.
• Growth and Development: Embark on a lifelong learning journey with tailored development opportunities and a clear career path.
• Humble, Hungry, Smart Culture: Embrace our core values of humility, hunger for excellence, and smart decision-making, creating a culture of respect and innovation.
• Market-Competitive Salaries: Receive compensation that recognizes your contributions and reflects our commitment to fair and competitive pay.
• Comprehensive Benefits: Access a wide range of benefits, including paid time off, affordable health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.
• Free Virtual Doctor Visits: Take advantage of our Teledoc service for virtual doctor visits with $0 copay, prioritizing your health and convenience.
• Tuition Reimbursement: Invest in your future with our tuition reimbursement program, supporting your continued education and personal growth.

At Mazzella, Our Core Values Drive Everything We Do

• Be Safe – personal commitment to all stakeholder’s well-being; purposeful control of risk
• Be a Lifelong Learner – routinely acquire new skills and capabilities that bring value
• Be Humble – lack excessive ego or concerns about status. Emphasize the Team over self
• Be Hungry – always looking for more, self-motivated, and diligent. Do more than to just get by, committed
• Be Smart – common sense about people, good judgement, and intuition around their impact on group dynamics

Join us at Mazzella and experience the difference of working with a company that puts people first. Together, we'll achieve greatness and shape the future of our industry.

EOE/Drug Free Workplace