Location: Florence, Kentucky - ONSITE
Reports To: Manager I, Commercial Operation
Position Summary:
The Customer Care Analyst I serves as the primary contact for requests for orders, quotes, product questions, drawing approvals, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through a high level of expertise, ownership, accountability, technical aptitude and responsiveness. In this position you will receive specific product, systems, and process training on all MCS couplings products.
Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care role is an excellent opportunity to join a forward thinking, dynamic, global Couplings Support Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.
Responsibilities:
Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures.
Review engineered coupling orders for commercial and technical requirements; interpret and clarify these requirements with the customer and obtain any missing information.
Coordinate cross-functional review meetings as needed to clarify requirements and optimize order processing throughput.
Coordinate fulfillment of customer requirements, such as design approvals, change orders, requests for information, support for field issues, technical support, etc.
Responsible for building strong customer relationships and delivering customer-centric solutions.
Generate order status reports regularly and communicate to customers, Sales and Marketing.
Support corporate initiatives designed to overserve our customers while providing an effortless customer experience.
Handles standard customer escalations, autonomously with first contact resolution when possible.
Work with Manufacturing operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products.
Dedication to 80-20 overserve strategies.
Performs other duties as assigned.
Education, Experience & Skills Required:
Bachelor degree in Business or relevant field or equivalent education and work experience.
2 years of relevant experience or an advanced degree
Excellent interpersonal and customer service skills.
Demonstrated proficiency in keyboarding skills, both written and verbal.
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems preferred.
Experience navigating and utilizing corporate websites & eCommerce platform preferred.
Demonstrated mechanical or technical aptitude.
Demonstrated patience and approachability with other team members and customers.
Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges .
Able to show situational adaptability and resourcefulness.
Basic to Intermediate Excel Skills strongly preferred.
Experience with Oracle &/or SAP (or other ERP systems) preferred.
Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced preferred.
Demonstrate Values:
Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
Manages Conflict – Handling conflict situations effectively, with a minimum of noise.
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
#LI-AB1 #LI-ONSITE