Customer Service Advocate

Mazak Corporation is looking for a Customer Service Advocate to join our Northeast Region. This position is responsible for improving the customer service experience by acting as a liaison between the service team and customers along with supporting the service team internally through the following responsibilities listed.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:

* Answer initial Service department calls, assist with non-technical customer questions, transfer technical issues to appropriate person or enter cases and set proper call back expectations

* The proficient D365 associate will help support the Region in consistent system usage and technical support/training

* Improve communications between Mazak and the customer by assisting Team Leaders in advising customers of Field Service Technician upcoming appointments, and regularly following-up with customers as needed.

* Conducts customer survey after case is closed to assess level of customer satisfaction

* Assist in monitoring incoming D365 cases generated by the customer through the Mazak Service Portal.

* Monitor the regional service email inbox to ensure customer inquiries are not overlooked. Coordinate with the Export department for machine registrations and relocations and update D-365 asset movement

Secondary duties may include, but are not limited to the following:

* Monitor service receipts and close out workorders.

* Process Mitsubishi orders, returns and other associated issues along with other vendors as well

* Assist monitoring D365 "Parts and Other Cases"; distribute customer purchase orders to the appropriate team

* Complete and submit Ringi-Shos for building and service supplies.

* Assist Team Leaders as needed with shipping service tools to Service Technicians.

* Assist Install Coordinators with accessory delivery updates and customer coordination follow-ups.

* Assist in special projects/ requests as needed by the Service Manager

* Handle invoicing for service by distributors/vendors or any other related service billing/invoicing duties.

Education/Cortication's:

* High School Diploma or GED Required

Skills:

* Strong Customer Service skills.

* Experience is using all Microsoft Office products.

* Account Receivable and D-365 experience a plus.

* Ability to multi-task.

* Excellent communication skills, including email etiquette.

* Have great attention to detail.

* Know how to work effectively using Time Management skills.

* Ability to effectively work in a team environment.