Customer Service Specialist

MAZZELLA; Madison Heights (MI); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental

Vision

401(k) with company match

Life insurance

Disability insurance

Teledoc – $0 copay

Tuition reimbursement

Career growth opportunities

Team-oriented environment

Job summary

MAZZELLA's Madison Heights Lifting Branch is seeking a Customer Service Specialist to advocate for customers and coordinate with sales and operations to exceed expectations. You will gather market data to support margin decisions and align with production for timely delivery.

In this role you will handle real-time price quotations, order entry and status updates, and build lasting customer relationships while leveraging ERP and CRM systems to track calls and orders.

Qualifications

• High school diploma or GED required; college degree preferred.
• Experience using CRM systems and handling customer data.
• Strong customer service mindset and communication skills.
• Ability to work in real-time price quotes, order entry and status updates.
• Drug screen, physical and E-Verify successfully completed.

Responsibilities

• Respond to customer needs and sales requests in real time for quotes, orders and status updates.
• Develop and maintain customer relationships to ensure productive interactions.
• Prepare quotes, enter orders, resolve queries and coordinate production via ERP.
• Use CRM to maintain complete call records and valid customer information.
• Coordinate delivery times with production to meet customer expectations.
• Collaborate with production for will-call and pickup activities ensuring accuracy.
• Work with vendors on pricing and specifications to support deliverables.
• Collaborate across functions with urgency on customer feedback.
• Assist in management of freight and warranty claims.
• Perform other duties as assigned.

Skills

Customer relationships

Organizational skills

Communication skills

Mechanical aptitude

Analytical thinking

Math skills

PC literacy

Attention to detail

Multi-tasking

Continuous improvement mindset

Education

High school diploma or GED

Business/Finance/Economics/Marketing degree preferred

Tools

ERP system

CRM system

Job description

• Employee Type Non-Exempt FT

Description

The Customer Service Specialist at Madison Heights Lifting Branch plays a pivotal role in realizing our strategic vision of becoming the Brand of Choice for our customers. You will collaborate closely with our outside sales, inside sales, and management teams to advocate for our customers, ensuring their needs are not just met but exceeded. Your dedication to superior customer service will enhance customer attraction and retention, setting new benchmarks in satisfaction. Additionally, you will gather and analyze market data to generate insightful reports that contribute to effective gross margin management. Working hand-in-hand with manufacturing, you will uphold operational excellence, ensuring seamless integration of customer needs and operational capabilities.

Requirements

• Respond to the customer’s needs as well as inside and outside sales requests in “real time” for price quotations, order entry and placement and communicate order status to customer and outside sales
• Develop and maintain relationships with customers to ensure proper support and provide a positive customer experience to instill confidence and comfort in every transaction
• Prepare quotes, order entry, resolve queries and manage production on orders utilizing the ERP system
• Utilize the Company’s customer relationship management (CRM) system to maintain complete call records and valid customer/account information which supports increased product sales goals
• Coordinate delivery times with production and Operations Lead in order to achieve customer satisfaction when normal lead times are not adequate
• Work with production team for will call and customer pick-up activities to ensure order accuracy and an expedited yet high-level courteous experience inside and outside of the branch.
• Work with vendors to obtain information regarding pricing and specifications to complete and execute on project deliverables
• Demonstrate an expertise in collaborating with multiple functions, including sales partners, internal business partners, and acts with a sense of urgency on customer feedback
• Assist in management of both freight and warranty claims
• All other duties as assigned

Education

A high school diploma or GED is required. An undergraduate degree from an accredited college or university with a focus in Business Administration, Finance, Accounting, Economics, Marketing, or related discipline is preferred. In the absence of a degree, directly related job experience serving in strategic account management and industrial sales role, where a number of years and proven knowledge may offset the degree requirement.

Experience & Skills

• A proven track record of building and maintaining effective customer relationships within different organizations to meet or exceed established goals for product sales
• Demonstrated strong organizational abilities and prior experience utilizing a Customer Relationship Management system for business information tracking
• Demonstrated ability to work with internal and external customers providing exceptional customer service
• Requires solid written and verbal communication skills
• Demonstrated mechanical aptitude
• Strong analytical, conceptual, and planning skills are required.
• Excellent math skills and overall PC literacy (Microsoft Office) are required.
• Must be detail oriented, self-motivated, and disciplined with the ability to multi-task.
• Works with a continuous improvement mindset.
• Must successfully complete drug screen, physical and E-Verify

At Mazzella, we’re more than just a company – we’re a family. With over 1200 employees and 40 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.

• 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.