Mazak Corporation is looking for a Customer Service Advocate to join the Southwest Region at our Southwest Technology Center located in Houston, TX. 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.
Customer Service Advocate • Houston, TX, United States
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