Customer Service Representative/Customer Concierge
This position is responsible for managing customer accounts and thoroughly understanding their business needs in order to act as a conduit of information, data, and insight between the customer and other departments within MCL. The purpose of this position is to grow and nurture relationships with customers.
Position Type:
Full-time, non-exempt position located in Harrisburg, PA.
Benefits:
- Competitive pay
- 401k with company match
- Health, dental, and vision insurance at hire – no waiting period
- Paid time off
- Floating Holiday
- Paid holidays
- Company-paid short-term disability coverage
- Company-paid life insurance
- Parental, disability, and school visitation leaves
- Supplemental insurance (additional Life and accident through AFLAC)
- Inclusive team environment – regular (paid) team activities and team building events
- Casual dress
- Work from home 1 day per week
- 8 hour shift
- Exceptional customer service skills
- Self-motivated and personal accountability
- Thrives in a fast-paced, team environment
- A high degree of attention to detail
- Established time management and organization skills
- Excellent interpersonal skills
- Strong oral and written communication skills
- Action-oriented
- Resourceful
- Works directly with Account Executives to provide concierge-level support to new and key customers.
- Manages own book of business to grow and nurture house accounts.
- Performs proactive retention calls with the customer base to review our performance, ensure they are knowledgeable on all our products and services, and address their priorities and challenges.
- Communicates with prospects and customers to obtain Requests for Quote and Purchase Orders.
- Follows-up on quotes to obtain purchase orders.
- Responds to inquiries like the status of orders, expedites, etc.
- Builds relationships with customers through phone calls, video calls, and emails and records information in customer relationship management software.
- Communicates and collects lead information from Live Chat and disseminates information to appropriate parties.
- Works to onboard new customers including ensuring completion of new customer forms, customer folder, and sending credit information to Accounting.
- Submits customer reports of defects or other quality issues or concerns to Operations.
- Updates CRM daily with quote and order information as well as updates customer information as needed.
Physical Demands
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is regularly required to sit, use hands, and talk and hear. Individuals may be required to reach with hand or arms frequently. This position may require an individual to lift or move 30 pounds occasionally as well as stand and walk occasionally. These physical and sensory functions required to complete the essential functions of the positions must be able to be executed with or without a reasonable accommodation. The ability to see color is required for this position.
Work Environment
The work environment characteristics described here are representative of those a team member encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is not exposed to any unfavorable or hazardous environmental conditions. The noise level in the work environment is usually moderate.
Who are we?
MCL operates in the electronics industry as a bare printed circuit board supplier, delivering PCBs to the medical, aerospace, marine, automotive, test and measurement industries and for industrial and commercial applications.
The Central Pennsylvania Business Journal has rated Millennium Circuits Limited as one of the Top 50 Fastest Growing Companies in Central PA for 2012, 2013, 2014, 2017, 2018, 2019, 2021 & 2022! MCL is passionate about our customers and our team with a focus on high quality, world-class service, and providing our team an environment that is both challenging and rewarding.
Our strategic pillars of people, process, and technology define how we operate as an organization. In the world of fast-moving custom manufacturing, we embrace change and are constantly looking for a better way to do things. Our industry and customers are all about technology and new cutting-edge products. Our people pillar encompasses our strategic partners in manufacturing, logistics, and our customers. It also includes what makes our culture truly unique – our team members.
MCL wholeheartedly believes that culture is the foundation of a successful, fast-growing company so we have intentionally and continually shape our ALL-IN culture. Our ALL-IN culture is exemplified in our interaction and communication with customers and partners. Team members hold themselves and each other accountable to living out our core values.
Our atmosphere is one centered on team culture, fun, and hard work. Our work is dynamic and fast-paced, so we are able to meet the expectations of our customers. We take pride in Redefining Customer Service in our industry.
Come join a team that is dedicated to advancing innovation to positively impact society!
Millennium Circuits Limited is an Equal Opportunity Employer.
