Customer Service Specialist
: Job Details :

Job Title: Customer Service SpecialistReporting: 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:Major Challenges:

Deepen customer relationships by maintaining regular contact to understand their business and listen for issues before they become problems.

Perform contract review, customer portal management, and accurate order entry to ensure the plant manufactures what the customer needs at the right time

Identify improvements that would allow us to better serve our customers

Identify root cause of a customer issue and correct it

Act as primary point of contact for Sales and customers by organizing efforts between Quality, Operations, and Shipping to rapidly resolve customer issues

Support sales team by providing catalog and contract pricing for inbound RFQs

Managing multiple orders simultaneously and error free in fast-paced environment.

Prioritize order entry and urgent requests without undo delay in other customer requests.

Rigorously adhere to rules unique to each customer based on transactions from distributors, end users, reps etc.

Resolve Contract discrepancies / disagreements.

Expected Performance Outcomes:Required Experience:

All sales orders entered by the end of the business day in which they are received

Maintain NPS score >50 for assigned accounts and resolve issues within mutually agreed upon timeline

Find and convert 1 customer/quarter to upgrade their commitment to Mott, such as Blanket orders or other types of long-term agreements

Resolve all customer inquiries related to new orders, existing orders, and pricing within an average of 30 hrs

Provide pricing for catalog/contract product within 24 hours of inquiry

5-7 years customer service experience in a manufacturing company

Bachelor's degree preferred

Contract review experience

Proven experience with plan and forecasting sales preferred

Has experience connecting engineers & management at a customer with internal counterparts

Has led projects that improve the department and relationships with customer

Proven expertise growing accounts

Skills:Personal Attributes:

ERP, CRM & MS office experience

General awareness of manufacturing & impact to inventory, shipping, vendor management, etc.

Pricing/price list fluency

Familiarity with customer drawings & specifications

Ability to collect & analyze business data

Customer portal management

Driven self-starter

Goal oriented

Pleasant, constructive communication

Strong attention to detail

Tenacious

Excellent cross-functional skills

Organized

Quick learner

Adaptable to changing environments