Customer Support Representative

Job Description

Job Description

Who We Are Looking For

As a Customer Support Representative, for Mark Andy Global Headquarters in Chesterfield, MO you will initiate and monitor incoming cases for technical services that are requested through client contact or by the phone support team. Client contact will be by phone or email. Maintains customer files on CRM system. Coordinates with service technicians and customers regarding case status, service dates, prices and service availability.

What We Do

Mark Andy is a pioneer of the graphic arts and printing industry. As the world’s leading manufacturer of narrow- and mid-web printing and finishing equipment, we supply leading global brands, including Mark Andy and Presstek printing presses, Rotoflex finishing solutions, as well as a complete line of Mark Andy Print Products consumables and pressroom supplies. All products are backed by the largest customer support team in the industry, minimizing downtime and helping our customers be profitable, efficient and at the forefront of innovation.

To learn more about Mark Andy, please visit:

Qualifications/Skills Required

• Performs duties required in understanding company goals and policies as applied to customer needs and expectations in providing fast, friendly, and accurate service, to cultivate the relationship of customers and establish them as repeat, loyal customers. 
• Provide initial phone support for all Service groups: including Digital, Flexographic and Offset equipment.
• Utilizing Salesforce to verify customer information and either create a case or update an existing case.
• Assign case to Field Service Technician on duty.
• Monitor service cases that arrive via email into Salesforce. 
• Maintains customer files with contracts, contacts and service status in Salesforce.
• Create cases for new press installations each week and update cases as installations progress.
• Send out client surveys based on closed cases.
• Ensure client work orders have required digital forms (GoFormz). 
• Gives price quotations and checks the price and quantity of each item listed.
• Create accurate work orders for approved quotes.
• Determines warranty and non-warranty conditions. Resolves return credit problems and production scheduling, shipping, or invoicing problems.
• Recognizes add-on business opportunities.

Skills / Abilities

• Must have the capability to interpret records and provide complete service. 
• Salesforce or other cloud-based CRM beneficial. 
• Must be able to work with little instruction on daily work and general instructions on newly introduced assignments.

Education and Experience

• 5 years of equivalent experience in manufacturing customer service (service and parts related)
• Excellent written and verbal communication and interpersonal skills.
• Strong understanding of MS Outlook, Word and Excel

Work Environment

• Climate controlled office environment, no physical discomfort due to temperature, dust, noise and the like. May have limited exposure to manufacturing areas that require the usage of PPE.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Frequently lift up to 10 pounds, occasionally lift or move up to 25 pounds.

What We Offer

A Career with Mark Andy, Inc offers competitive compensation and comprehensive benefits, which include: 

• Medical, Dental, & Vision Insurance Plans 
• 401(k) Retirement Savings Plan with significant Co. matching 
• Paid Holidays, Vacation, Floating Holidays & Sick Time 
• Employee Assistance Program 
• Short-term and Long-term Disability 
• Life and AD&D Insurance 
• Tuition Assistance 
• Incentive Plans 
• Pet Insurance

Mark Andy Inc. is an equal employment employer and considers all qualified applicants without regard to race, color, religion, national origin, sex, age, disability, veteran status, or any other factor, which is prohibited by applicable law.