Job Title: Customer Service Specialist
Reporting: Director of Customer Experience
Mission of the position: To amaze our customers with our speed, attention to details, and quality.
Company: Mott is a technology driven, high precision filtration company trusted by the worlds best technical and performance brands across four core markets: Medicine, Computing Power, Clean Energy, and Space Exploration. Our products can be found everywhereincluding lifesaving medical devices, artificial intelligence, and missions to Mars!
Key Responsibilities:
Major Challenges:
- Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.
- Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right time
- Identify improvements that would allow us to better serve our customers
- Identify root cause of a customer issue and correct it
- Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
- Support sales team by providing catalog and contract pricing for inbound RFQs
- Managing multiple orders simultaneously and error free in fast-paced environment.
- Prioritize order entry and urgent requests without undo delay in other customer requests.
- Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc.
- Resolve Contract discrepancies / disagreements.
Expected Performance Outcomes:
Required Experience:
- All sales orders entered by the end of the business day in which they are received
- Maintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timeline
- Find and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreements
- Resolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrs
- Provide pricing for catalog/contract product within 24 hours of inquiry
- 5-7 years customer service experience in a manufacturing company
- Bachelors degree preferred
- Contract review experience
- Proven experience with plan and forecasting sales preferred
- Has experience connecting engineers & management at a customer with internal counterparts
- Has led projects that improve the department and relationships with customer
- Proven expertise growing accounts
Skills:
Personal Attributes:
- ERP, CRM & MS office experience
- General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.
- Pricing/price list fluency
- Familiarity with customer drawings & specifications
- Ability to collect & analyze business data
- Customer portal management
- Driven self-starter
- Goal oriented
- Pleasant, constructive communication
- Strong attention to detail
- Tenacious
- Excellent cross-functional skills
- Organized
- Quick learner
- Adaptable to changing environments