Customer Support Representative

About the role

As a Customer Support Representative at Mark Andy Global Headquarters in Chesterfield, MO, you will initiate and monitor incoming cases for technical services requested via client contact or phone support, maintain customer files in the CRM system, and coordinate 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.

Responsibilities

• Perform 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.
• Utilize 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.
• Maintain 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).
• Give price quotations and check the price and quantity of each item listed.
• Create accurate work orders for approved quotes.
• Determine warranty and non-warranty conditions.
• Resolve return credit problems and production scheduling, shipping, or invoicing problems.
• Recognize add-on business opportunities.

Skills

• 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.

Requirements

• 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.

Benefits

• 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