Job Description

Position Role & Overview:

The Customer Service Agent will interact directly with dealers, end-use customers and sales technicians and representatives to share product knowledge, confirm pricing information, and manage order processing consistent with the published lead-time schedule. The Customer Service Agent is a frontline Magliner brand ambassador. The Customer Service Agent will provide information through online chats, the call center, and email. The candidate must be able to communicate effectively and provide a timely world-class customer experience.

Responsibilities:

The Customer Service Agent will support internal and external customers and dealers through email, chat and direct phone calls. Daily activities include:
Entering order/transactional information within all platforms (ERP system, portals, etc.) with urgency and accuracy Assistance with orders, errors, warranties, account questions, cancelations, complaints, and other product and service inquiries Problem solving to offer solutions and ensure the customer's needs are met Providing exceptional service to both internal and external customers Processing new accounts and maintaining existing account information through CRM and other data repositories Serving as the primary telephone contact for dealers, end-use customers, and sales technicians and representatives

Requirements:

Bachelor's degree preferred; or minimum 3 years of customer service experience Experience in a manufacturing setting working with a team of peers Fluent in Microsoft Office programs; experience with ERP platforms is preferred Ability to utilize strategic selling and interpersonal skills when speaking or typing Ability to multi-task in a fast-paced environment Strong organizational skills, problem solving, and decision making

Fit with Magline Core Values and Vision:

Core Values:

Does the Right Thing - Protect Magline's reputation as you would your own; Be vulnerable - you're not perfect Be Accountable - No Excuses! - Own your role and your actions; embrace and learn from mistakes Pursues Excellence - Find excitement in your position; Stay centered and keep your focus; Strive for your best Others Before Self - Strive for the greater good; Provide value for others; Value individual differences Have Grit - Passion and perseverance through challenges; Exceptional performance and success; Ongoing quest for improvement

Vision:

To make work easier and safer by delivering professional grade moving and lifting equipment supported by world class customer service.

Benefits:

Magline offers a robust benefit package including:
Medical with HSA/FSA, dental, and vision insurance Medical allowance Profit sharing Company paid life insurance, spousal and child coverage Company paid short- and long-term disability coverage 401(k) with company match Paid time off Paid Holidays Employee referral Program Tuition assistance * Employee Assistance Program