Customer Service Advocate
Mazak Optonics
Customer Service Advocate
Mazak Corporation is looking for a Customer Service Advocate to join our Western 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.
Vacancy posted 1 day ago
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