Customer Service Representative

Essential Functions

• Responsible for developing customer relationships ensuring that both new and existing customers have the best possible opinion of MTG at their first interface with the order fulfillment process by providing prompt, professional and friendly service that communicates a sincere customer focus and with a highsense of urgency.
• Through phone contact and/or
• Through customer visits on/off site with strategic customers
• Responsible for managing orders from new or existing customers from the time a new customer is identified until the product has been delivered and invoicing is completed which includes:
• Capturing then updating customer specific data – name, account number, item numbers/descriptions, quantities, pricing, special delivery needs, packaging/labeling,shipping and quality documentation requirements as well as billing needs per account or per order, as required.
• Querying customer to identify their needs and then defining options/services, whichMTG can provide.
• Being knowledgeable of MTG’s functional organization, the business/markets servedand their special needs and product types.
• Understanding the workings of a complex, transaction –based enterprise computer system sothat customer/item specific data is entered and edited in a manner that results in the best possible data integrity.
• Matching the needs defined by customers, which could be unique by order, with the capabilities of MTG in the most constructive manner.
• Processing credits/debits and customer returns on a timely basis within defined policies and procedures to minimize impact on MTG’s receivables and toensure that customer adjustments are not an on-going source of customer dissatisfaction.
• Providing timely notification to customer’s regarding changes in product availability,delivery promises or any other capability that was promised at the timeorder commitments are made.
• Havingthe broadest possible understanding of the impact of actions regarding customer relationship failures, shipping wrong product due to amisunderstanding or order entry error or not having a sense of urgency for completing returns/adjustments.
• Responsible for identifying problematic situations that if not addressed would result ina “lost customer”, notifying the right people or functions promptly toensure customer satisfaction and then following up to ensure resolution.
• Responsible for identifying and communicating opportunities or trends based upon customer requests or comments that could lead to a new market or area for improvement for MTG.
• Responsible for making decisions within corporate policies and guidelines.
• Responsible for on-going self-development regarding business management, market understanding, problem solving, conflict resolution, negotiation and to improve soft skills that determine the difference between minimally acceptable service and “customer delight”.

Knowledge of MTG’s business

Knowledge of MTG’sfunctional areas

Knowledge of MTG’s products

Knowledge of MTG'stransaction systems

Telephone Communications

Knowledge of invoicing and shipping procedures

Knowledge of compliance and regulations as it relates to shipping/handling of MTG’s products

Performs other duties as assigned

Complies with all policies and standards

Education Level

Education Details

Req/
Pref

Associates

Bachelor's Degree

Business, Marketing or the Sciences

Preferred

Experience

Experience Details

Required/
Preferred

1-3 years

3 - 5 years

3plus years experience in Customer Service, preferably in an industrial/technical environment

And/or

Business, Marketing or the Sciences

7-9 years

10+ years

Licenses/Certifications

Licenses/Certification Details

Time Frame

Required/
Preferred