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Technical Customer Service Representative

2 months ago

Charlotte, North Carolina, United States Marbach Group Full time

Job Summary:

Marbach Group is seeking a highly skilled Technical Customer Service Representative to join our team. As a Technical Customer Service Representative, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • 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.
  • Assist with special projects and other duties assigned by the Operations Manager.
  • Interact with customers to provide information in response to inquiries 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, and 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.

Requirements:

  • 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.