Hybrid Customer Support Representative na Mark Andy

As a Customer Support Representative, for Mark Andy Global Headquarters in Chesterfield, MO you will initiate and monitor incoming cases for technical services that are requested through client contact or by the phone support team. Client contact will be by phone or email. This role includes maintaining customer files on CRM system as well as coordinating with service technicians and customers regarding case status, service dates, prices and service availability. This is a 1st shift hybrid role.

What We Do:

Mark Andy is a pioneer of the graphic arts and printing industry. As the world’s leading manufacturer of narrow- and mid-web printing and finishing equipment, we supply leading global brands, including Mark Andy and Presstek printing presses, Rotoflex finishing solutions, as well as a complete line of Mark Andy Print Products consumables and pressroom supplies. All products are backed by the largest customer support team in the industry, minimizing downtime and helping our customers be profitable, efficient and at the forefront of innovation.

To learn more about Mark Andy, please visit: https://www.markandy.com/.

Qualifications/Skills Required

• Performs duties required in understanding company goals and policies as applied to customer needs and expectations in providing fast, friendly, and accurate service, to cultivate the relationship of customers and establish them as repeat, loyal customers. 
• Provide initial phone support for all Service groups: including Digital, Flexographic and Offset equipment.
• Utilizing Salesforce to verify customer information and either create a case or update an existing case.
• Assign case to Field Service Technician on duty.
• Monitor service cases that arrive via email into Salesforce. 
• Maintains customer files with contracts, contacts and service status in Salesforce.
• Create cases for new press installations each week and update cases as installations progress.
• Send out client surveys based on closed cases.
• Ensure client work orders have required digital forms (GoFormz). 
• Gives price quotations and checks the price and quantity of each item listed.
• Create accurate work orders for approved quotes.
• Determines warranty and non-warranty conditions. Resolves return credit problems and production scheduling, shipping, or invoicing problems.
• Recognizes add-on business opportunities.

Skills / Abilities

• Must have the capability to interpret records and provide complete service. 
• Salesforce or other cloud-based CRM beneficial.  
• Must be able to work with little instruction on daily work and general instructions on newly introduced assignments.
• Excellent written and verbal communication and interpersonal skills.
• Intermediate or stronger understanding of Microsoft Outlook, Excel and Word.

Education and Experience

• High School degree with technical certification and 4+ years of technical / manufacturing customer service experiences.
• Associates degree and 3+ years of experience in manufacturing customer service (parts and service related)
  1. Mechanical/electrical knowledge desirable. 
  2. 3-5 years of Customer Service experience

• Prolonged periods sitting at a desk and working on a computer.
• Frequently lift up to 10 pounds, occasionally lift or move up to 25 pounds.

Mark Andy, Inc. is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.