Customer Support Specialist

Maxcess International; Camas, Neenah, Oklahoma City (WA, WI, OK); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Maxcess International in Washington state is seeking a Customer Service Representative to manage customer relationships through direct communications with customers and internal teams, handling admin tasks and prioritizing workloads in a fast-paced environment.

You will collaborate with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to meet expectations, process quotes and sales orders, support after-sales inquiries, and help drive continuous improvements while

Qualifications

• Associate degree with 3-5 years’ Customer Service experience.
• GED/high school diploma with strong industry background in design, sales, job shop, machining, or web handling industries.

Responsibilities

• Provide the best customer service in the industry.
• Work with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfill customer and business expectations.
• Establish and maintain customer records and contact information.
• Process inquiries for product quotes.
• Process sales orders from customer purchase orders (duplicate units and new units).
• Expedite and communicate status inquiries on unit/part quotes and sales orders.
• Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues.
• Timely completion of assigned tasks; overtime may be required to meet deadlines and customer requirements.
• Support continuous improvement initiatives and processes through active involvement.
• Actively support and maintain business objectives and initiatives.
• Other duties as assigned to meet department and company objectives.
• Manage waste responsibly (utilize proper containers, participate in the recycling programs).

Skills

Customer service

Verbal communication

Written communication

Team collaboration

ERP/CRM knowledge

Sales orders processing

Data entry

Problem solving

Multi-tasking

Attention to detail

Education

Associate degree

GED/high school diploma with relevant experience

Tools

Epicor ERP

Salesforce

Job description

Primary Responsibility: Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax. Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written.

There are three representative customer service tiers that define levels of training, ability, and responsibility:

• CSS I
• CSS II
• CSS III

Core competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Duties and Responsibilities:

• Provide the best customer service in the industry
• Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfill customer and business expectations
• Establish and maintain customer records and contact information
• Processing of inquiries for product quotes
• Processing of sales orders from customer purchase orders (duplicate units and new units)
• Expedite and communicate status inquiries on unit/part quotes and sales orders
• Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues
• Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements
• Support continuous improvement initiatives and processes through active involvement
• Actively support and maintain business objectives and initiatives
• Other duties as assigned to meet departmental and company objectives
• Manage waste responsibly (utilize proper containers, participate in the recycling programs)

Minimum Qualifications

Education/Experience

• Associate degree with 3 - 5 years’ Customer Service experience

OR

• GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries

Other Candidate Qualifications

• Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
• Able to manage pressure well and be detail-oriented
• Integrity and high ethical standards
• Strong organizational skills
• Fluent in standard Windows based application
• Knowledge of Epicor ERP system is a plus
• Knowledge of Salesforce is a plus
• Ability to work in team and individual environments without supervision, initiative-taking.
• Ability to work collaboratively across functions to accomplish goals and meet company objectives
• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed
• Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals
• Ability to thrive in a fast-paced environment
• Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures
• Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
• Ability to assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others
• Ability to understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals
• Works within approved budget; develop and implement cost saving measures; contribute to profits and revenue; conserve organizational resources
• Ability to manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
• Follow policies and procedures; complete administrative tasks correctly and on time; support organization's goals and values; benefit organization through outside activities; support affirmative action and respect diversity
• Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision making process; make timely decisions
• Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals
• Approach others in a tactful manner; treat others with respect and consideration regardless of status or position; accept responsibility for own actions; follow through on commitments
• Adapt to changes in work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

Physical requirements

• Ability to sit for extended periods of time
• Able to wear personal protective equipment (if entering designated manufacturing areas) - safety shoes, safety glasses, hearing protection, etc.
• Position located in any of the Maxcess locations
• Hybrid office / work from home opportunity

Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.