What are the responsibilities and job description for the Customer Care Representative II position at MMT?
New Hope, Minnesota
On-Site | Monday–Friday, 8:00 AM – 5:00 PM
Full-Time | Hourly
Join a team where your experience, problem-solving skills, and customer focus make a meaningful impact. MMT is a leading innovator in automation, machine design, and custom tooling. We're seeking a Customer Care Representative II, a mid-level role for professionals who bring deeper product knowledge, can manage more complex customer needs, and operate with greater independence while delivering exceptional service.
What You'll Do
Respond promptly and professionally to customer inquiries via email and phone, handling more complex and technical questions
Generate and send quotes, support direct sales of aftermarket products and services, track open orders, and provide detailed updates on delivery status
Handle product concerns, returns, and generate Return Material Authorizations (RMAs), including troubleshooting and resolution
Collaborate closely with Sales, Service, and Technical teams to identify solutions and support new or existing sales opportunities
Utilize CRM and ERP systems (Salesforce, Epicor, Great Plains, or Business Central) to document interactions, research product information, and track customer activity
Upsell products and services where appropriate to support revenue goals
Provide proactive customer care, including follow-up communication to ensure satisfaction
Stay informed on product updates, industry changes, and customer care best practices
Educate customers on product features, best practices, and basic troubleshooting
Know when to escalate issues and communicate directly to resolve urgent matters
Mentor and assist Customer Care Representative I team members with complex inquiries
Support multiple business units through cross-training
What You Bring
2–4 years of customer service experience, preferably in a technical, manufacturing, or service environment
Strong written and verbal communication skills, with the ability to manage high-volume and complex correspondence
Excellent organization, time management, and follow-through
Strong troubleshooting, problem-solving, and critical thinking abilities
Ability to work independently with minimal supervision
Professional, calm, and solutions-focused approach when handling complex situations
Positive attitude and strong relationship-building skills
Preferred Skills
Typing speed of 70 words per minute
Proficiency in Microsoft Office Suite
Experience with Salesforce required
Experience with Epicor, Great Plains, or Business Central a plus
Understanding of manufacturing operations
Bilingual (Spanish) a plus
Why MMT?
- A supportive and collaborative team environment
- Opportunities for professional development and long-term growth
- Exposure to cutting-edge technology and industry innovation
- Stability, structure, and the chance to make a real impact every day
If you're driven by precision, energized by problem-solving, and passionate about providing exceptional service, we'd love to hear from you. Apply today
MMT is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
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