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Customer Support Representative

2 months ago

Earth City, United States Mark Andy Inc Full time
Job DescriptionJob Description

Mark Andy celebrates over 70 years in the label and package printing industry with a mission to be the supplier of choice throughout the product life cycle, offering high-quality and innovative technologies that drive customer profitability. We respond to business needs by offering a broad range of equipment, education, service, and supplies to printers and label converters around the world. Join our team and help contribute to Customer Success


In this role, the Customer Support Representative processes orders for materials and merchandise that are requested by the sales team and through direct customer contact.

  • Understands company goals and policies as applied to customer needs and expectations in providing fast, friendly, and accurate service, to cultivate the relationship of customers and establish them as repeat, loyal customers.
  • Maintains customer files with sales contracts and other information.
  • Gives price quotations, completes order sheets, and checks the price and quantity of each item listed.
  • Distributes order sheets to respective departments.
  • Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
  • Determines warranty and non-warranty conditions. Prepares return material authorizations, gathers records, and documents entire transaction.
  • Responds to Domestic/International complaints, shortages, and adjustments.
  • Interacts with customers, company sales and/or service representative to handle a variety of pre-sales and post-sales functions.
  • Receives customer requests and prepares documents/trouble tickets related to processing returns, servicing, and exchanges.
  • Updates database with status or returned materials issues and accounts for returns inventory.
  • Records and reports the status of equipment returns, repairs, replacements, sales orders, and delivery schedules.
  • Ensures service information is accessible by sorting and filing documents/forms.
  • May schedule field service repair calls.
  • Works with customers to receive accurate accounts of equipment failures and provides reports to management.
  • Resolves return credit problems and production scheduling, shipping, or invoicing problems.
  • Recognizes add-on business opportunities.
  • Other duties as assigned.

Qualifications/Skills Required

  • In-depth knowledge of current parts and equipment. Must have the capability to interpret records and provide complete parts service.
  • Oracle software knowledge is a plus.
  • Ability to read blueprints.
  • Must be able to work with little instruction on daily work and general instructions on newly introduced assignments.
  • Excellent written and verbal communication and interpersonal skills.

Education/Experience Required

  • Associates degree and/or 5 years of equivalent experience in manufacturing customer service (parts related)
    1. Strong mechanical/electrical knowledge
    2. 3-5 years of Customer Service experience

Work Environment
Climate controlled office environment, no physical discomfort due to temperature, dust, noise and the like. May have limited exposure to manufacturing areas that require the usage of PPE.

Physical Demands

  • Prolonged periods sitting at a desk and working on a computer.
  • Frequently lift up to 10 pounds, occasionally lift or move up to 25 pounds.