Customer Support & Service Coordinator

MetalForming, Inc.; Clover (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

MetalForming LLC, a North American leader in metal fabricating machinery, is seeking a Customer Service Representative to join our Service team in Georgia. You will manage inquiries, process orders, and coordinate with technicians to resolve issues efficiently.

The role requires strong phone skills, active listening, and CRM proficiency, with a focus on customer satisfaction and accurate data handling in a fast-paced office environment.

Qualifications

• High school diploma or equivalent.
• 3 years’ customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.

Responsibilities

• Receive initial customer correspondence regarding tech support or field service.
• Create service case and work order and assign to relevant technician on CRM.
• Open and maintain customer accounts by recording account information on CRM.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepare service reports by collecting and analyzing the issues and take actions.
• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Keep records of customer interactions, process customer accounts and file documents on CRM
• Go the extra mile to engage customers
• Use telephones to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Take payment information and other pertinent information such as addresses and phone numbers
• Answer questions about warranties or terms of sale
• Inform customer of deals and promotions
• Assist the Assistant Service manager in scheduling technicians and collect relevant information
• Create service jobs on the ERP system
• Close out or open call records or elevate through CRM
• Manage open Cases and Work Orders for Technical Support
• Other tasks as assigned

Skills

Phone handling

Active listening

CRM familiarity

Customer service

Education

High school diploma or equivalent

Tools

CRM systems

Job description

MetalForming LLC, a North American leader in metal fabricating machinery, is seeking a Customer Service Representative to join our Service team in Georgia. You will manage inquiries, process orders, and coordinate with technicians to resolve issues efficiently.

The role requires strong phone skills, active listening, and CRM proficiency, with a focus on customer satisfaction and accurate data handling in a fast-paced office environment.