Customer Service Specialist

Customer Service Specialist (CSS)

Summary

The CSS is responsible for handling and improving all phases of customer interaction for the assigned customers or customer teams, including managing and responding to customers in a manner that builds strong customer relations and ensures alignment with MNP's core values of compassion, dedication, humility, integrity, and trust. This role requires a high degree of independent judgment and responsibility in handling complaints, resolving issues, and providing guidance and direction to distribution personnel and traffic. Working in tandem with multiple departments and personnel, this role is paramount to building and maintaining excellent customer relations.

Responsibilities:

• Respond to the needs of customers via phone calls, email, or other approved sources
• Investigate and resolve complex customer complaints and issues
• Track and chart delivery to customers; analyze data and identify areas for improvement
• Schedule daily shipments by interacting with traffic and distribution personnel
• Print shippers and send ASNs
• Investigate cumulative discrepancies and resolve issues
• Chart errors, investigate and find root causes; recommend changes in processes; implement changes as needed
• Analyze customer data and provide forecasting data to appropriate parties
• Support other CSS personnel and support off-hours issues as needed
• Lead stock pullers to pick products, intervene when products are in high demand or behind schedule
• Train other CSS to support specific customers; participate in cross-training to learn other customers' requirements and departments' processes and practices
• Provide feedback to relevant managers and departments to foster a positive work environment
• Set the example of professionalism and cooperation
• Other responsibilities as needed or assigned.
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Essential skills required for success at MNP:

Additional skills and/or experience required for success in the role:

• Bachelor's degree in business, marketing, communications, or equivalent experience in a customer-facing role, preferably OEM/automotive related
• Strong leadership and interpersonal skills
• Ability to analyze data, identify trends, and develop effective solutions
• Proficiency in Microsoft Excel and Word; excellent computer skills
• Demonstrated ability to work independently with minimal supervision, exercising independent judgment and discretion, while maintaining professionalism and decorum
• Strong problem-solving and conflict resolution skills
• Excellent communication skills - written and verbal
• Able to handle constant change; able to prioritize and manage time
• Prefer knowledge of OEM quality and delivery KPIs
• Prefer knowledge of OEM customer-interfacing software / EDIs

Benefits of a Customer Service Specialist: Along with competitive pay, MNP offers employees BCBS medical, dental and vision insurance, company-paid life insurance, life insurance, flexible spending account, short-term and long-term disability, 401(k) and 401(k) match, discretionary profit-sharing. Aflac products are also available. Benefits listed here are optional and have a waiting period. Additional benefits include a health clinic (onsite in Utica) for employees and their families; optional employee wellness activities include managing and tracking diabetes, blood pressure, and weight control; onsite, personalized retirement counseling; employee referral bonuses and employment of friends and families; access to tickets for Jimmy John's Field; volunteer opportunities include Gleaners, Suite Dreams, Veterans Support activities, Blessings in a Backpack, food and clothing drives, and others; employee recognition includes anniversaries, birthdays, and special events; employee discounts on autos, cell phones, and others; employee social activities include Detroit Tigers opening day, Fat Tuesday, ice cream/popsicles, picnics, team meetings, team outings, one-on-one with the president, and many more.

This job description is not intended to be inclusive of all assigned duties, responsibilities or aspects of the job described, and may be amended at any time at the sole discretion of the company. We are an equal opportunity employer and a second chance employer. We give consideration for employment to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, and any other related.