Technical Customer Service

2 weeks ago


Charlotte, United States Marbach Group Full time

**Technical Customer Service**

**Department:** Customer Service **Location:** Charlotte, NC

**Job Description**

Marbach America is looking for a customer service representative with a very strong technical understanding.

**General:**

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Treat all Marbach information and customer information in a confidential manner. Perform administrative duties for the Operations Manager and the company.

**Tasks:**

* All aspects of order entry, quoting, and customer ordering.

* Maintain purchase order records and verify price quoted against the amount billed.

* Set-up and maintain job, vendor, and customer files in Oxiaon (similar to SAP) and Excel.

* Assist with special projects and other duties assigned by the Operations Manager.

* Interact with customers to provide information in response to inquires about products and services along with handling/resolving customer issues.

* Deal directly with customers either by telephone or electronically.

* Respond promptly to customer inquiries

* Obtain and evaluate all relevant information to handle inquiries and complaints

* Perform customer verification

* Direct requests and unresolved issues to the designated resources

* Manage customers' accounts

* Keep records of customer interactions and transactions

* Record details of inquiries, comments and complaints

* Record details of actions taken.

* Communicate and coordinate with internal departments

* Follow up on customer interactions

* Follow-up on open quotes and specialty projects.

* Use of MI-5 CAD/CAM software to review customer supplied information.

* Use of Oxaion to enter orders, quotes, scheduling, planning and processing of all information relevant to customer, material, & supplier management.

* Develop and maintain good working relationships with Marbach customers.

* Ability to handle varied functions in a quick, accurate manner while being able to cope with constant interruptions.

* Ability to travel to Germany for training and planned travel to customer sites if needed.

**Skills**

* Use of Microsoft Office (Word, Excel, PowerPoint)

* Interpersonal skills

* Communication skills - verbal and written

* Listening skills

* Strong problem analysis and problem-solving skills

* Attention to detail and accuracy

* Strong organizational skills

* Accurate typist with good command of the English language.

* Adaptability

* Bi-Lingual (Spanish, German, Portuguese)

**Benefits**

Marbach offers health, dental and vision insurance to qualified employees as well as STD, LTD and life insurance. Marbach also offers a Simple IRA plan matching 3% after one year with the company.

Marbach America is an equal opportunity employer.

Job Type: Full-time


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