Customer Service Representative

Essential
Functions

*
Responsible
for developing customer relationships ensuring that both new and existing
customers have the best possible opinion of MTG at their first interface
with the order fulfillment process by providing prompt, professional and
friendly service that communicates a sincere customer focus and with a high
sense of urgency.

*
Through
phone contact and/or

*
Through
customer visits on/off site with strategic customers

*
Responsible
for managing orders from new or existing customers from the time a new
customer is identified until the product has been delivered and invoicing is
completed which includes:

*
Capturing
then updating customer specific data - name, account number, item
numbers/descriptions, quantities, pricing, special delivery needs, packaging/labeling,
shipping and quality documentation requirements as well as billing needs per
account or per order, as required.

*
Querying
customer to identify their needs and then defining options/services, which
MTG can provide.

*
Being
knowledgeable of MTG's functional organization, the business/markets served
and their special needs and product types.

*
Understanding
the workings of a complex, transaction -based enterprise computer system so
that customer/item specific data is entered and edited in a manner that
results in the best possible data integrity.

*
Matching
the needs defined by customers, which could be unique by order, with the
capabilities of MTG in the most constructive manner.

*
Processing
credits/debits and customer returns on a timely basis within defined
policies and procedures to minimize impact on MTG's receivables and to
ensure that customer adjustments are not an on-going source of customer
dissatisfaction.

*
Providing
timely notification to customer's regarding changes in product availability,
delivery promises or any other capability that was promised at the time
order commitments are made.

*
Having
the broadest possible understanding of the impact of actions regarding
customer relationship failures, shipping wrong product due to a
misunderstanding or order entry error or not having a sense of urgency for
completing returns/adjustments.

*
Responsible
for identifying problematic situations that if not addressed would result in
a "lost customer", notifying the right people or functions promptly to
ensure customer satisfaction and then following up to ensure resolution.

*
Responsible
for identifying and communicating opportunities or trends based upon
customer requests or comments that could lead to a new market or area for
improvement for MTG.

*
Responsible
for making decisions within corporate policies and guidelines.

*
Responsible
for on-going self-development regarding business management, market
understanding, problem solving, conflict resolution, negotiation and to
improve soft skills that determine the difference between minimally
acceptable service and "customer delight".

CORE COMPETENCIES REQUIRED
(Skills essential to job success):

Interpersonal savvy,
functional and technical skills, organizing, time management, problem
solving, customer focus, negotiating and timely decision making.

CORE COMPETENCIES DESIRED
(Skills that enhance job success):

Peer relationships, dealing
with ambiguity, composure, integrity and trust.

Technical Knowledge:

Knowledge of MTG's business

Knowledge of MTG's
functional areas

Knowledge of MTG's products

Knowledge of MTG's
transaction systems

Telephone Communications

Computer skills

Knowledge of invoicing and
shipping procedures

Knowledge of compliance and
regulations as it relates to shipping/handling of MTG's products