Customer Service Specialist

Metasys Technologies; Buffalo (NY); On-site; USD 45,000 - 68,000; Full time

Job summary

Metasys Technologies in Buffalo, NY is seeking a Customer Service and Training Coordinator to connect customers with our Service Department. You will handle service, process, culinary, and training inquiries, triage needs, and route requests to the right internal teams for swift resolution.

The role requires strong listening, empathy, and communication skills, plus the ability to schedule on-site and remote training sessions and maintain customer service history in our systems.

Qualifications

• Excellent active listening and empathy to identify customer needs.
• Excellent oral and written communication skills, including public speaking.
• Strong problem analysis and diagnostic abilities.
• Strong planning and organizing skills.
• Willingness to learn and use new software.
• High School Diploma or GED required; Associate’s or Bachelor's degree preferred.
• Experience with auto parts or manufacturing support is a plus.
• Ability to work with multiple internal departments to resolve issues.

Responsibilities

• Receive and manage service, process, culinary, and training-related inquiries from customers.
• Actively listen to determine needs and respond with empathy and actionable steps.
• Direct customers to the appropriate internal resources for optimal resolution.
• Escalate equipment malfunctions to Service Technician and follow up on resolution.
• Escalate process problems to a Process Engineer and ensure customer satisfaction.
• Escalate culinary/confectionery issues to a Culinary Technician and follow up.
• Conduct needs assessments, schedule, and monitor training sessions, including pre-training conferences.
• Maintain a history of services provided for each customer in company software.
• Plan and organize Service Technician travel and related logistics.
• Ensure a great customer experience across Service/Process/Culinary departments.

Skills

Active listening

Empathy

Oral and written communication

Public speaking

Problem analysis

Planning and organizing

Willingness to learn software

High School Diploma or GED

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

Software proficiency

Job description

The Customer Service and Customer Training Coordinator provides key personal connections between our customers and our Service Department. Receives written and verbal communications from current customers for service and training needs, performs triage based on information the customer provides, and directs customers to the appropriate internal resource for optimal customer experience resolution.

WHAT YOU WILL BE DOING

• Receives and manages service, process, culinary, and training-related phone calls, voicemail messages, and email messages from customers.
• Actively listens to determine their needs and responds with empathy and action step information related to:

• Parts Needed
• Process Problems
• Culinary/Confectionery Questions
• Training Needed
• Combinations

• Refers all equipment malfunction, utilization, and parts problems to a Service Technician and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Service Department.
• Refers all process problems to a Process Engineer and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Process Department.
• Refers all culinary/confectionery problems to a Culinary Technician and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Culinary Department.
• For all training problems/requests, conducts a needs assessment, schedules and conducts a Pre-training Conference. Then schedules and monitors all remote and on-site training sessions.
• Follows up to ensure issues are fully resolved, and the customer has had a great experience working with our Service/Process/Culinary Department.
• Creates and maintains a history of service, process, culinary, and training services provided for each customer using the company-provided software tools.
• Physically receives all inbound parts purchases and places them into proper inventory slots.
• Plans and organizes Service Technician travel.

WHAT IS NEEDED FOR THIS ROLE

• Deep curiosity and interest in culinary and/or food production
• Excellent active listening and empathy skills
• Excellent oral and written communication skills, and public speaking skills
• Problem analysis and diagnostic skills
• Excellent planning and organizing skills
• Eager to learn and use new software
• High School Diploma or GED required
• Associate’s or Bachelor's degree in any discipline preferred
• Work experience with an auto parts company or car dealership, or providing production support for a manufacturing operation preferred

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to access various departments of a given location.