Non-Exempt Position

Customer Care Specialist (Hybrid Position)

Job Description Summary

The Customer Service Representative is responsible for responding to customer needs, questions, order entry and inquiries as to orders, delivery, service, warranties, product returns and replacement order and account credit requests. Maintains records of activities and informs higher management of trends and product problems. Possess a strong foundation within business-to-business environments (B2B) and a commitment to resolve customer issues consistent with Marmon Link procedures, values, and mission. Assists with product/project management as needed to help release product to the market, including stage gate maintenance, managing rollouts, new product releases, ECN communications, and product obsolescence.

Marmon Foodservice Technologies Values
All employees are expected to conduct their work to align with MFT Values.

Character

• Do the right thing for people and communities we serve
• Work hard and humbly for each other
• Build trust through open, honest communication

Courage

• Own our success and make a difference
• Challenge the status quo
• Be bold to make the tough decisions and take risks
• Creativity
• Innovation and simplicity determine our success
• Growing through continuous learning
• Relentlessly curious
• Community
• People are our greatest asset
• Welcome diversity of people and ideas
• Strong relationships make us better

Essential Duties and Responsibilities

• Proactively inform customers of promotions and interact extensively within the sales organization to ensure uniformity and consistency in satisfying customer requirements.
• Establish delivery commitment dates to the customer based on interaction with the appropriate internal departments on production and build schedules.
• Communicate proactively with customer on issues such as pricing, shipping availability, order charges, etc.
• Continual liaison with Global and Commercial Sales Team for escalations and corporate communications specific to products, product testing, pricing, global sales meetings, etc.
• Communicate internally with the sales, engineering, and shipping functions to ensure that customer issues are resolved and the product at the quoted price and quantity arrives as committed.
• Computes price, discount, and shipping charges and prepares invoices and shipping documents such as bill of lading.

Required Qualifications, Skills/Competencies

• Bachelor's degree preferred or four years of related experience or training, or equivalent combination of education and experience required.
• Excellent verbal and written communication skills.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Demonstrated computer proficiency and related system administration software.
• Ability to effectively present information and respond to questions from diverse populations.
• Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Professional deportment, high energy level, and enthusiasm are necessary.

All Employees:

• Follow established policies and procedures as outlined in Marmon Foodservice Technologies’ Quality Manual and associated documents.
• Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.

Working Conditions:

Work is performed largely in office and manufacturing environments. Hours of work will generally be during regular business hours with at least 40 hours a week but may vary according to special projects, deadlines, or other concerns. Ability to lift 40-50 lbs. and a variety of postures (bending, stooping, etc.) when handling product while training or investigating technical issues. Occasional travel may be required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acknowledgement: This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person