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.

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 fulfill customer and business expectations
• Establish and maintain customer records and contact information
• Process inquiries for product quotes
• Process 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
• 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 applications
• Knowledge of Epicor ERP system is a plus
• Knowledge of Salesforce is a plus
• Able to work in team and individual environments without supervision, initiative-taking
• Able 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
• 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 Details

• Position located in any of the Maxcess locations
• Hybrid office / work from home opportunity

Company Information

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.