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Customer Care Representative

Mats Inc. Stoughton, MA

  • Expired: June 25, 2021. Applications are no longer accepted.

COMPANY OVERVIEW


We are Mats Inc. and we’re hunting for top tier talent who are eager self-starters looking to challenge the status quo in all aspects of what we do and how we think. Headquartered within the greater Boston area of Stoughton, MA, with an additional office in NYC and distribution facilities across the U.S., Mats Inc. has steadily grown from humble beginnings year-over-year for 50 years. Today we are a leader in logistics and supply chain management, serving building materials across industry verticals including Healthcare, Corporations, Sports & Fitness, Hospitality, Multi-Family, Education, Retail and Facilities Solutions.  


Our Customer Care team is committed to providing the highest level of service and go the extra mile, ensuring we do-what-we-say and say-what-we-do throughout the endless customer life cycle. We strive for our customers to view Mats Inc. as a partner, not just another vendor, in all that we do. We are a band of passionate, engaged and high energy service enthusiasts who obsess over the smallest details all in the name of customer success, resulting in the continued growth of Mats Inc. 

 

POSITION OVERVIEW

The Customer Care Representative is responsible for the customer quote and order experience, acting as the face of Mats Inc. while consulting customers on product lines and qualifying orders for fulfillment. 


Responsibilities include, but are not limited to:

Customer Advising

  • Receive quote and order requests via phone and e-mail channels.
  • Guide customers on product lines and order processes, while setting appropriate expectations.
  • Ensure all order requests are documented fully and accurately.
  • Work closely with teammates and manager to build product and process knowledge.
  • Handle customer inquiries with a Service-in-the-Moment attitude, striving for 1st pass resolution and reducing handoffs.
  • Ensure all pricing falls within the pre-approved price book set by Finance.
  • Act as the first line of care with empathy for escalated customer issues, complaints, credits, returns and other concerns.
  • Leverage escalation chain appropriately, using sound professional judgement to pull in the right resources at the right time, keeping the customer experience front and center.
  • Escalate all product and technical claims for review and CRM system entry.
  • Assist in the processing of Freight Claims, Returns and Bill Only’s as necessary.
  • Flexibility for additional duties as directed by the service management team.

 


Qualifications & Competencies:

  • High attention to detail for tasks; including all pricing, sizing and revenue aspects.
  • Ability to follow instruction and constructive feedback; integrating learnings into executing on the task at hand.
  • Outstanding multi-tasking and organizational capabilities when working with tight deadlines under pressure, with an appropriate sense of urgency.
  • Professional verbal and written communication.
  • Proficient in MS Office suite.
  • Previous experience with Oracle NetSuite, ERP and/or CRM systems is a plus.


Education and Experience:

  • Bachelor’s Degree.
  • 3+ years of relevant Customer Service experience in a professional setting a plus.
  • Previous flooring, matting, carrier or supply chain industry experience a plus.


Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this Job, the employee should anticipate the following requirements essential for this position; including:

  • The ability to communicate orally with others. (Co-workers, management, customers, vendors).
  • Regular use of a telephone and/or e-mail for company communication.
  • Constantly operates a computer and other office machinery
  • Good manual dexterity for the use of office equipment and tools.
  • Specific vision abilities including; close, distant, color, peripheral vision, depth perception and the ability to adjust focus.
  • Sitting or Standing for extended periods (up to 75%).

Mats Inc.

Address

Stoughton, MA
02072 USA

Industry

Business

View all jobs at Mats Inc.