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Customer Service Representative

2 months ago

Farmington, Connecticut, United States Mott Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Specialist to join our team at Mott, a leading technology-driven filtration company. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support to our clients across various industries.

Key Responsibilities
  1. Customer Relationship Management: Develop and maintain strong relationships with our customers, understanding their business needs and identifying opportunities to improve their experience.
  2. Order Management: Ensure accurate and timely order entry, contract review, and customer portal management to meet customer requirements.
  3. Issue Resolution: Identify and resolve customer issues promptly, working closely with internal teams to ensure timely resolution.
  4. Communication and Collaboration: Act as the primary point of contact for sales and customers, coordinating efforts between quality, operations, and shipping to resolve customer issues efficiently.
  5. Support to Sales Team: Provide catalog and contract pricing for inbound RFQs, supporting the sales team in driving business growth.
  6. Order Prioritization and Management: Prioritize and manage multiple orders simultaneously, ensuring error-free execution in a fast-paced environment.
Expected Performance Outcomes
  1. Order Entry and Resolution: Ensure all sales orders are entered by the end of the business day, maintaining a high level of accuracy and efficiency.
  2. Customer Satisfaction: Maintain a high Net Promoter Score (NPS) for assigned accounts, resolving issues within agreed-upon timelines.
  3. Account Growth: Identify and convert 1 customer per quarter to upgrade their commitment to Mott, such as blanket orders or long-term agreements.
  4. Response Time and Quality: Respond to customer inquiries related to new orders, existing orders, and pricing within an average of 30 hours, providing accurate and timely information.
  5. Pricing and Contract Review: Provide pricing for catalog/contract products within 24 hours of inquiry, ensuring accuracy and compliance with customer contracts.
Requirements
  1. Experience: 5-7 years of customer service experience in a manufacturing company, with a strong understanding of customer relationships and order management.
  2. Education: Bachelor's degree preferred, with a focus on business, marketing, or a related field.
  3. Skills: ERP, CRM, and MS Office experience, with a strong understanding of manufacturing processes and their impact on inventory, shipping, and vendor management.
Personal Attributes
  1. Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  2. Problem-Solving and Analytical Skills: Strong problem-solving and analytical skills, with the ability to identify and resolve complex customer issues.
  3. Attention to Detail: High attention to detail, with a focus on accuracy and quality in all aspects of the job.
  4. Adaptability and Flexibility: Ability to adapt to changing environments and priorities, with a flexible approach to meeting customer needs.