Customer Service Specialist
Mott Corporation - Farmington, CT
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Job Title: Customer Service SpecialistReporting: Director of Customer Experience Mission of the position: To amaze our customers with our speed, attention to details, and quality. Company: Mott is a technology driven, high precision filtration company trusted by the world's best technical and performance brands across four core markets: Medicine, Computing Power, Clean Energy, and Space Exploration. Our products can be found cluding lifesaving medical devices, artificial intelligence, and missions to Mars! Key Responsibilities:Major Challenges:Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right timeIdentify improvements that would allow us to better serve our customersIdentify root cause of a customer issue and correct itAct as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues Support sales team by providing catalog and contract pricing for inbound RFQsManaging multiple orders simultaneously and error free in fast-paced environment.Prioritize order entry and urgent requests without undo delay in other customer requests.Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc. Resolve Contract discrepancies / disagreements.Expected Performance Outcomes:Required Experience: All sales orders entered by the end of the business day in which they are receivedMaintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timelineFind and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreementsResolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrsProvide pricing for catalog/contract product within 24 hours of inquiry 5-7 years customer service experience in a manufacturing companyBachelor's degree preferredContract review experienceProven experience with plan and forecasting sales preferredHas experience connecting engineers & management at a customer with internal counterpartsHas led projects that improve the department and relationships with customerProven expertise growing accounts Skills:Personal Attributes:ERP, CRM & MS office experienceGeneral awareness of manufacturing & impact to inventory, shipping, vendor management, etc.Pricing/price list fluencyFamiliarity with customer drawings & specificationsAbility to collect & analyze business dataCustomer portal management Driven self-starterGoal orientedPleasant, constructive communicationStrong attention to detailTenaciousExcellent cross-functional skillsOrganizedQuick learnerAdaptable to changing environments
Created: 2024-09-14