Customer Service Advocate

Mazak Corporation is looking for a Customer Service Advocate to join our Southwest Region. This position is responsible for improving the customer service experience by acting as a liaison between the service team and customers along with supporting the service team internally through the following responsibilities listed.

Scope and Responsibilities:

Essential duties include, but are not limited to the following:

• Answer initial Service department calls, assist with non-technical customer questions, transfer technical issues to appropriate person or enter cases and set proper call back expectations

• The proficient D365 associate will help support the Region in consistent system usage and technical support/training

• Improve communications between Mazak and the customer by assisting Team Leaders in advising customers of Field Service Technician upcoming appointments, and regularly following-up with customers as needed.

• Conducts customer survey after case is closed to assess level of customer satisfaction 

• Assist in monitoring incoming D365 cases generated by the customer through the Mazak Service Portal.

• Monitor the regional service email inbox to ensure customer inquiries are not overlooked. Coordinate with the Export department for machine registrations and relocations and update D-365 asset movement

Secondary duties may include, but are not limited to the following:

• Monitor service receipts and close out workorders.

• Process Mitsubishi orders, returns and other associated issues along with other vendors as well

• Assist monitoring D365 “Parts and Other Cases”; distribute customer purchase orders to the appropriate team

• Complete and submit Ringi-Shos for building and service supplies.

• Assist Team Leaders as needed with shipping service tools to Service Technicians.

• Assist Install Coordinators with accessory delivery updates and customer coordination follow-ups.

• Assist in special projects/ requests as needed by the Service Manager

• Handle invoicing for service by distributors/vendors or any other related service billing/invoicing duties.

Education/Cortication’s:

• High School Diploma or GED Required

Skills:

• Strong Customer Service skills. 

• Experience is using all Microsoft Office products.

• Account Receivable and D-365 experience a plus.

• Ability to multi-task.

• Excellent communication skills, including email etiquette.

• Have great attention to detail.

• Know how to work effectively using Time Management skills.

• Ability to effectively work in a team environment.