Customer Support Representative APPLY NOW

Summary:

The Customer Support Representative’s duties involve customer interaction by phone or email to provide information in response to inquiries about MMI products and services. The CSR needs to check inventory and provide shipping and pricing information. He or she needs to track orders from the point of entering into the system through delivery to the customer. Adapting constantly to the changing demands of various accounts, this position plays a pivotal role in understanding the particulars of each order and communicating the information as needed to multiple departments including purchasing, inventory, production and shipping; keeping the customer informed during the process.  

Essential Duties and Responsibilities:

·        Take the extra mile to engage with customers.

·        Able to use CRM system, NetSuite.

·        Generate sales leads.

·        Answer customer’s inquiries via email and telephone with the highest level of customer satisfaction

·        Provide accurate information about our products and warranty.

·        Resolve customer complaints in a timely and professional manner.

·        Provide basic technical assistance and guidance regarding questions about our products.

·        Prepare and process all warranty documentation in a timely manner.

·        Maintain customer records and contact information.

·        Troubleshoot customer issues and provide solutions.

·        Follow up with customers to ensure satisfaction.

·        Provide feedback to management on customer service issues.

·        Interact with dealers providing guidance and troubleshooting product support.

·        Coordinate general customer service repairs with our dealers.

·        Perform administrative duties.

Required Education and Experience:

• High school diploma or a minimum of 4 years working in a similar role. 
• Proficient knowledge of Microsoft Office
• Advance Data Entry

 Preferred Experience

·        Auto-parts, automobile/mechanical industry experience is a plus.

• Advance knowledge of Electronic Data Interchange systems.
• Intermediate knowledge of NetSuite

Competencies.

• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Detail Oriented-- Monitors and checks work or information and plans and organizes time and resources efficiently.
• Flexibility—Ability to adapt and accept work changes without compromising performance.
• Problem Solving and analysis--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Technical Capacity – Demonstrates practical knowledge of different computer software or the capacity to learn new programs quickly.