Customer Service Advocate

Customer Service Advocate

Mazak Corporation is looking for a Customer Service Advocate to join the North Central Region at our headquarters in Florence, KY. 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/Cortications:

• 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.