Customer Service Representative

4 days ago

Farmington, Connecticut, United States Mott Full time
Job Title: Customer Service Specialist

Mission of the position: To deliver exceptional customer experiences through timely and accurate order management, contract review, and customer portal management.

Key Responsibilities:
  1. Develop and maintain strong relationships with customers by understanding their business needs and providing proactive support.
  2. Review and manage customer contracts, ensuring accurate order entry and timely delivery of products.
  3. Identify opportunities to improve customer satisfaction and implement process improvements.
  4. Resolve customer issues efficiently and effectively, ensuring high levels of customer satisfaction.
  5. Collaborate with sales, quality, operations, and shipping teams to resolve customer issues and improve overall customer experience.
  6. Provide pricing information and support to sales teams, ensuring accurate and timely responses to customer inquiries.
  7. Manage multiple orders simultaneously, prioritizing tasks to meet customer needs and expectations.
  8. Rigorously adhere to customer-specific rules and regulations, ensuring compliance and accuracy.
  9. Resolve contract discrepancies and disagreements in a timely and professional manner.
Expected Performance Outcomes:
  1. Enter all sales orders by the end of the business day.
  2. Maintain an NPS score of >50 for assigned accounts and resolve issues within mutually agreed-upon timelines.
  3. Find and convert 1 customer per quarter to upgrade their commitment to Mott.
  4. Resolve customer inquiries related to new orders, existing orders, and pricing within an average of 30 hours.
  5. Provide pricing information for catalog/contract products within 24 hours of inquiry.
  6. 5-7 years of customer service experience in a manufacturing company.
  7. Bachelor's degree preferred.
  8. Contract review experience.
  9. Proven experience with sales forecasting and planning.
  10. Ability to connect engineers and management at a customer with internal counterparts.
  11. Experience leading projects that improve the department and relationships with customers.
  12. Proven expertise in growing accounts.
Skills and Personal Attributes:
  1. ERP, CRM, and MS Office experience.
  2. General awareness of manufacturing and its impact on inventory, shipping, and vendor management.
  3. Pricing/price list fluency.
  4. Familiarity with customer drawings and specifications.
  5. Ability to collect and analyze business data.
  6. Customer portal management.
  7. Driven self-starter.
  8. Goal-oriented.
  9. Pleasant and constructive communication.
  10. Strong attention to detail.
  11. Tenacious.
  12. Excellent cross-functional skills.
  13. Organized.
  14. Quick learner.
  15. Adaptable to changing environments.
Company: Mott is a technology-driven, high-precision filtration company trusted by the world's best technical and performance brands across four core markets: Medicine, Computing Power, Clean Energy, and Space Exploration.

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