Customer Support Specialist

Primary Responsibility: Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax. Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written.

There are three representative customer service tiers that define levels of training, ability, and responsibility:

CSS I

CSS II

CSS III

Core competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Duties and Responsibilities

Provide the best customer service in the industry

Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations

Establish and maintain customer records and contact information

Processing of inquiries for product quotes

Processing of sales orders from customer purchase orders (duplicate units and new units)

Expedite and communicate status inquiries on unit/part quotes and sales orders

Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues

Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements

Support continuous improvement initiatives and processes through active involvement

Actively support and maintain business objectives and initiatives

Other duties as assigned to meet departmental and company objectives

Manage waste responsibly (utilize proper containers, participate in the recycling programs)

Minimum Qualifications

Education/Experience

Associate degree with 3 - 5 years’ Customer Service experience

OR

GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries

Other Candidate Qualifications

Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings

Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information

Able to manage pressure well and be detail-oriented

Integrity and high ethical standards

Strong organizational skills

Fluent in standard Windows based application

Knowledge of Epicor ERP system is a plus

Knowledge of Salesforce is a plus

Ability to work in team and individual environments without supervision, initiative-taking.

Ability to work collaboratively across functions to accomplish goals and meet company objectives

Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed

Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals

Ability to thrive in a fast-paced environment

Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures

Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics

Ability to assess own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others

Ability to understand business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals

Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources

Ability to manage difficult or emotional customer situations; responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments

Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity

Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions

Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals

Approaches others in a tactful manner; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments

Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events

Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

Physical requirements

Ability to sit for extended periods of time

Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.

Position located in any of the Maxcess locations

Hybrid office / work from home opportunity

#IND

Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.