Customer Service Advocate

Mazak Corporation is looking for a Customer Service Advocate to join the Field Service department at our Northeast Technology Center located in Windsor Locks, CT. 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)