Customer Engagement Specialist

SUMMARY
The Customer Engagement Specialist is builds and maintains relationships with multiple customers across the entire lifecycle with MXD Process. Customer Engagement specialists focus on improving relationships with our customers over time. This role is responsible for:

• Fielding their customer questions from through chat, phone or email.
• Coordinating support related issues from initial request to final resolution.
• Selling standard products as needed by the customer.
• Developing strategies and content to improve the customer experience.

The Customer Engagement Specialists works as part of a sales, marketing, and support team that will collaborate closely across all departments of the company.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
The Customer Engagement Specialist’s duties include, but are not limited to the following:

• Managing all inbound customer contacts coming from main phone line, inbound chat from the website, and support emails and routing to the appropriate team.
• Handling customer technical support cases through ongoing correspondence with clients, documenting findings and managing tickets throughout the support process.
• Providing systems support for clients including troubleshooting and diagnosing system issues.
• Researching Client system builds within our database to determine replacement components.
• Develop quotations for standard products, closing the sale with customers and confirming order correctness.
• Working with marketing and engineering to create product documentation and content.
• Resolve customer issues or difficulties consistent with the company’s core values.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong listening and problem-solving skills.
• Mechanical aptitude and ability to troubleshoot mechanical assemblies.
• Must be willing to develop personal knowledge of MXD standardized systems, both past and present.
• Ability to build and maintain high quality, long term, and professional business relationships with vendors, customers, and other employees.
• The ability to meet high performance standards in a team while maintaining ethics and integrity in accordance with MXD Process corporate values.

EDUCATION AND EXPERIENCE:

• High school or equivalent (Required)
• 2 Years of a customer support role (Preferred)
• Deep and practical understanding and execution of Customer Service concepts, practices procedures.
• Good level of competence in Microsoft Office (Word, Outlook) and advanced competence with Microsoft Excel.
• Experience and certifications using Hub Spot (Service) would be beneficial.

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Dexterity of hands and fingers using a keyboard.
• Ability to walk through the plant facility.
• Must be able to lift up to 25 pounds at times.

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