Customer Service Specialist

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 world's best technical and performance brands across four core markets: Medicine, Computing Power, Clean Energy, and Space Exploration. Our products can be found everywhere…including lifesaving medical devices, artificial intelligence, and missions to Mars!

Key Responsibilities

1. Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.
2. Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right time
3. Identify improvements that would allow us to better serve our customers
4. Identify root cause of a customer issue and correct it
5. Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues
6. Support sales team by providing catalog and contract pricing for inbound RFQs

Major Challenges

1. Managing multiple orders simultaneously and error free in fast-paced environment.
2. Prioritize order entry and urgent requests without undo delay in other customer requests.
3. Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc.
4. Resolve Contract discrepancies / disagreements.

Expected Performance Outcomes

1. All sales orders entered by the end of the business day in which they are received
2. Maintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timeline
3. Find and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreements
4. Resolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrs
5. Provide pricing for catalog/contract product within 24 hours of inquiry

Required Experience

1. 5-7 years customer service experience in a manufacturing company
2. Bachelor's degree preferred
3. Contract review experience
4. Proven experience with plan and forecasting sales preferred
5. Has experience connecting engineers & management at a customer with internal counterparts
6. Has led projects that improve the department and relationships with customer
7. Proven expertise growing accounts

Skills

1. ERP, CRM & MS office experience
2. General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.
3. Pricing/price list fluency
4. Familiarity with customer drawings & specifications
5. Ability to collect & analyze business data
6. Customer portal management

Personal Attributes

1. Driven self-starter
2. Goal oriented
3. Pleasant, constructive communication
4. Strong attention to detail
5. Tenacious
6. Excellent cross-functional skills
7. Organized
8. Quick learner
9. Adaptable to changing environments