Customer Experience Specialist

Brief Description

Are you a problem-solver with a heart for helping others? Do you enjoy digging into the details, finding solutions, and making someone's day? If you're energized by teamwork, enjoy making an impact, and thrive in a small company culture — this may be your next big opportunity.

The Customer Experience Specialist is an integral member of the Sales team. By identifying and resolving product quality and product performance concerns, the Customer Experience Specialist helps to differentiate MPI and is essential to promoting customer loyalty.

Essential Functions

• Collaborate with the sales team and end-users to identify and provide solutions for product inquiries documenting in the applicable software.
• Create and process warranty and part orders.
• Collaborate with the Customer Experience Manager to identify and escalate product complaints.
• Assist in fulfilling and documenting customer warranty claims.
• Create and coordinate shipping/returns via the RMA process.
• Coordinate RMA evaluation with the Research and Development team and external vendors.
• Identify and provide documentation for End of Life and End of Service units.
• Dispatch and work with outside service team
• Collaborate with sales team on potential sales opportunities arising from service requests.
• Organize records and photos into appropriate databases.
• Train and serve as back-up to Customer Experience Manager in supporting customer complaints and back-up to quality team for product final inspections.
• Understands and adheres to Quality & Compliance policies and procedures.
• Follows safety procedures and maintains a clean and safe work environment.
• Utilizes appropriate personal protective equipment where/when necessary.
• Contributes to a respectful, non-hostile, non-violent work environment.
• Understands the purpose, value, and impact work has on product customers and users.
  
  

MISSION, VISION, VALUES

• Mission: Improving lives with thoughtfully designed medical technology.
• Vision: Lead in the design of innovative medical products, provide superior customer experiences, and maximize value and well-being for all our stakeholders.
• Values-
• We Care: We believe in the power of the communities we create and serve. We care for the well-being of our team members and give back to the communities we live in. We impact lives and make a difference.
• Passion Fuels our Success: We are driven to innovate and create a better quality of life for our customers. Listening to customers and understanding their needs is essential to developing winning solutions and our customer focus empowers us to deliver unique products.
• Pride In What We Do: We take the time to do it right, deliver accurately and with the highest level of quality. We work together to solve complex problems, overcome challenges, and through collaboration, we multiply the power of our contributions. We want to be the best and teamwork allows us to win.
  
  

Education And/Or Experience

• Associate’s degree or three years of relevant customer service work experience.
• 3 years of applicable real-world experience preferred
  
  

Physical Requirements & Work Environment

• Performs work in primarily an office environment using computer, telephone, and general office equipment.
• Position may include prolonged periods of standing or sitting, and occasional bending and twisting.
• Position requires ability to perform keyboarding and prolonged periods of computer screen time.
• Requires ability to speak clearly; vision sufficient for reading documents, and hearing acuity to communicate effectively.
  
  

Requirements

EDUCATION AND/OR EXPERIENCE

• Associate's degree preferred and/or 3 years equivalent relevant customer service experience
• 3 years of applicable real-world experience customer service experience preferred
  
  

Summary

Beyond pay, our market-leading benefits are designed to support your wellbeing. These include medical, dental, vision, and life insurance, as well as short- and long-term disability coverage. We also provide a health savings account with company match, a retirement plan with employer contributions through Vanguard, and access to the Granite Assistance Fund for support when it’s needed most. We value time for rest and personal growth, offering generous paid time off, including volunteer time off and paid holidays.