Technical Customer Service
2 weeks ago
**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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