Customer Service Representative

EssentialFunctions

Responsiblefor developing customer relationships ensuring that both new and existingcustomers have the best possible opinion of MTG at their first interfacewith the order fulfillment process by providing prompt, professional andfriendly service that communicates a sincere customer focus and with a highsense of urgency.

Throughphone contact and/or

Throughcustomer visits on/off site with strategic customers

Responsiblefor managing orders from new or existing customers from the time a newcustomer is identified until the product has been delivered and invoicing iscompleted which includes:

Capturingthen updating customer specific data – name, account number, itemnumbers/descriptions, quantities, pricing, special delivery needs, packaging/labeling,shipping and quality documentation requirements as well as billing needs peraccount or per order, as required.

Queryingcustomer to identify their needs and then defining options/services, whichMTG can provide.

Beingknowledgeable of MTG’s functional organization, the business/markets servedand their special needs and product types.

Understandingthe workings of a complex, transaction –based enterprise computer system sothat customer/item specific data is entered and edited in a manner thatresults in the best possible data integrity.

Matchingthe needs defined by customers, which could be unique by order, with thecapabilities of MTG in the most constructive manner.

Processingcredits/debits and customer returns on a timely basis within definedpolicies and procedures to minimize impact on MTG’s receivables and toensure that customer adjustments are not an on-going source of customerdissatisfaction.

Providingtimely 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 regardingcustomer relationship failures, shipping wrong product due to amisunderstanding or order entry error or not having a sense of urgency forcompleting returns/adjustments.

Responsiblefor 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.

Responsiblefor identifying and communicating opportunities or trends based uponcustomer requests or comments that could lead to a new market or area forimprovement for MTG.

Responsiblefor making decisions within corporate policies and guidelines.

Responsiblefor on-going self-development regarding business management, marketunderstanding, problem solving, conflict resolution, negotiation and to improve soft skills that determine the difference between minimallyacceptable service and “customer delight”.

Technical Knowledge :

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 andshipping procedures

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

Requiredfor All Jobs

Performs other duties as assigned

Complies with all policies andstandards

QUALIFICATIONS

Education

EducationLevel

EducationDetails

Req/

Pref

Associates

Bachelor's Degree

B.S.in Business, Marketing or the Sciences

Preferred

WorkExperience

Experience

ExperienceDetails

Required/

Preferred

1-3 years

3 - 5 years

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

And/or

B.S.in Business, Marketing or the Sciences

7-9 years

10+ years

Knowledge,Skills and Abilities

Licensesand Certifications

Licenses/Certifications

Licenses/CertificationDetails

TimeFrame

Required/

Preferred

PHYSICALDEMANDS/WORKING CONDITIONS

Physical Demands Category:

PhysicalDemands

A thorough completion of thissection is needed for compliance with legal standards such as the Americanswith Disabilities Act. The physical requirements described here arerepresentative of those that must be met by an employee to successfullyperform the essential functions of this job.

PhysicalDemand

N/A

Rarely

Occasionally

Frequently

Constantly

Weight

Stationary Position

X

Move/Traverse

X

Stationary Position/Seated

X

Transport/Lifting

X

Transport/Carrying

X

Exerting Force/Pushing

X

X

X

X

Position Self/Stooping

X

Position Self/Kneeling

X

Position Self/Crouching

X

Position Self/Crawling

X

Reaching

X

X

Grasping

X

Feeling

X

Communicate/Talking

X

Communicate/Hearing

X

Repetitive Motions

X

Coordination

X

TravelRequirements

BriefDescription

MentalDemands

Working Condition

N / A

Rarely

Occasionally

Frequently

Constantly

The Company is an Equal OpportunityEmployer that complies with the laws and regulations set forth underEEOC.. All qualified applicants willreceive consideration for employment without regard to race, color, religion,sex, sexual orientation, gender identity, national origin, disability orprotected veteran status. EOE AAM/F/VET/Disability

CORE COMPETENCIES REQUIRED(Skills essential to job success):

Interpersonal savvy,functional and technical skills, organizing, time management, problemsolving, customer focus, negotiating and timely decision making.

CORE COMPETENCIES DESIRED(Skills that enhance job success):

Peer relationships, dealingwith ambiguity, composure, integrity and trust.

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