What are the responsibilities and job description for the Customer Service Agent position at Magline, INC?
Position Role & Overview:
The Customer Service Agent will interact directly with dealers, end-use customers and sales technicians and representatives to share product knowledge, confirm pricing information, and manage order processing consistent with the published lead-time schedule. The Customer Service Agent is a frontline Magliner brand ambassador. The Customer Service Agent will provide information through online chats, the call center, and email. The candidate must be able to communicate effectively and provide a timely world-class customer experience.
Responsibilities:
The Customer Service Agent will support internal and external customers and dealers through email, chat and direct phone calls. Daily activities include:
- Entering order/transactional information within all platforms (ERP system, portals, etc.) with urgency and accuracy
- Assistance with orders, errors, warranties, account questions, cancelations, complaints, and other product and service inquiries
- Problem solving to offer solutions and ensure the customer’s needs are met
- Providing exceptional service to both internal and external customers
- Processing new accounts and maintaining existing account information through CRM and other data repositories
- Serving as the primary telephone contact for dealers, end-use customers, and sales technicians and representatives
Requirements:
- Bachelor’s degree preferred; or minimum 3 years of customer service experience
- Experience in a manufacturing setting working with a team of peers
- Fluent in Microsoft Office programs; experience with ERP platforms is preferred
- Ability to utilize strategic selling and interpersonal skills when speaking or typing
- Ability to multi-task in a fast-paced environment
- Strong organizational skills, problem solving, and decision making
Fit with Magline Core Values and Vision:
Core Values:
- Does the Right Thing – Protect Magline’s reputation as you would your own; Be vulnerable – you’re not perfect
- Be Accountable – No Excuses! – Own your role and your actions; embrace and learn from mistakes
- Pursues Excellence – Find excitement in your position; Stay centered and keep your focus; Strive for your best
- Others Before Self – Strive for the greater good; Provide value for others; Value individual differences
- Have Grit – Passion and perseverance through challenges; Exceptional performance and success; Ongoing quest for improvement
Vision:
- To make work easier and safer by delivering professional grade moving and lifting equipment supported by world class customer service.
Benefits:
Magline offers a robust benefit package including:
- Medical with HSA/FSA, dental, and vision insurance
- Medical allowance
- Profit sharing
- Company paid life insurance, spousal and child coverage
- Company paid short- and long-term disability coverage
- 401(k) with company match
- Paid time off
- Paid Holidays
- Employee referral Program
- Tuition assistance
- Employee Assistance Program