Technical Customer Service
Technical Customer Service
Department : Customer Service Location : Charlotte, NC
Job Description
Marbach America is looking for a customer service representative with a very strong technical understanding.
General :
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
Treat all Marbach information and customer information in a confidential manner. Perform administrative duties for the Operations Manager and the company.
Tasks :
- All aspects of order entry, quoting, and customer ordering.
- Maintain purchase order records and verify price quoted against the amount billed.
- Set-up and maintain job, vendor, and customer files in Oxiaon (similar to SAP) and Excel.
- Assist with special projects and other duties assigned by the Operations Manager.
- Interact with customers to provide information in response to inquires about products and services along with handling / resolving customer issues.
- Deal directly with customers either by telephone or electronically.
- Respond promptly to customer inquiries
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Perform customer verification
- Direct requests and unresolved issues to the designated resources
- Manage customers' accounts
- Keep records of customer interactions and transactions
- Record details of inquiries, comments and complaints
- Record details of actions taken.
- Communicate and coordinate with internal departments
- Follow up on customer interactions
- Follow-up on open quotes and specialty projects.
- Use of MI-5 CAD / CAM software to review customer supplied information.
- Use of Oxaion to enter orders, quotes, scheduling, planning and processing of all information relevant to customer, material, & supplier management.
- Develop and maintain good working relationships with Marbach customers.
- Ability to handle varied functions in a quick, accurate manner while being able to cope with constant interruptions.
- Ability to travel to Germany for training and planned travel to customer sites if needed.
Skills
- Use of Microsoft Office (Word, Excel, PowerPoint)
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Strong problem analysis and problem-solving skills
- Attention to detail and accuracy
- Strong organizational skills
- Accurate typist with good command of the English language.
- Adaptability
- Bi-Lingual (Spanish, German, Portuguese)
Benefits
Marbach offers health, dental and vision insurance to qualified employees as well as STD, LTD and life insurance. Marbach also offers a Simple IRA plan matching 3% after one year with the company.
Marbach America is an equal opportunity employer.
Job Type : Full-time
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