Customer Engagement Specialist

Customer Engagement Specialist

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

• Fielding customer questions 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 Specialist works as part of a sales, marketing, and support team that collaborates closely across all company departments.

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

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

• 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.

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