What are the responsibilities and job description for the Customer Service Representative (Order Engineer) position at Maxcess?
PRIMARY Responsibilities:
Act as the face of Maxcess to customers
Provide best-in-class customer service to internal and external customers, by managing the needs of the customer through all channels.
Recommend best product based on customers’ business application and technical requirements.
Daily Responsibilities:
Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.
Act as the face of Maxcess to customers
Provide best-in-class customer service to internal and external customers, by managing the needs of the customer through all channels.
Recommend best product based on customers’ business application and technical requirements.
Daily Responsibilities:
- Configure quotes and orders to customer specification within 1 hour of receipt
- Thoroughly communicate directly with customers, to ensure quote/order accuracy
- Collaborate efficiently with supporting departments, to provide accurate products to customers, meet customers’ delivery time requirements, manage complaints and returns, and ensure timely invoice payments
- Educate customers about terminology and product offerings, to improve customer satisfaction
- Tactfully enforce company policies to external customers (customer-incurred fees, units on hold limits, etc)
- Proactively ensure that customer-specific requirements are documented and current
- Identify trends in customer satisfaction and dissatisfaction, and communicate with management and field sales (Technical Support Managers) as needed
- Cultivate an environment of collaboration, open communication, and accountability
- Promote waste minimization, energy conservation, and other efforts to meet environmental objectives
- Other duties as assigned to meet departmental and company objectives
- Bachelor's degree from four-year college/university in business, sales, or engineering, and minimum two years’ experience acting as a customer service representative
- GED/high school diploma with a minimum of four years’ experience acting as a customer service representative
- Willingness to undergo 12-24moh training period, and to constantly learn new processes, terminology, and products
- Position located in Eureka, MO or Meadows of Dan, VA
- Ability to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.
- Hybrid office/work from home opportunity following initial onboarding period
- Excellent organizational skills
- Excellent written and verbal communication skills
- Self-motivation to fully own complicated tasks and with minimal supervision
- Basic mechanical aptitude, plus ability to read dimensional prints and use basic geometry
- Ability to problem-solve and navigate customer dissatisfaction while maintaining professionalism and motivation
- Proficiency in Microsoft Outlook
- Experience in Tag and Label, print, or manufacturing industries
- Experience configuring products and/or parts
- Working knowledge of Salesforce and/or Oracle
Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.