CUSTOMER SERVICE ACCOUNT REPRESENTATIVE

Description

Bio:

Mach Connections, a subsidiary of the Correct Craft family of companies, specializes in OEM panel production, hydro graphics, wire harness manufacturing, and battery cable assemblies. Acquired and rebranded in 2022, the company has rapidly gained recognition as a leader in the industry, providing high-quality products and exceptional customer service. Their team of experts possess extensive experience in the marine industry, dedicated to identifying and providing the most suitable electrical solutions for their clients. Boaters can rely on Mach Connections to ensure their boats remain connected and operate efficiently. 

Primary Role:

The Customer Service Account Representative is responsible for promoting and 

maintaining brand loyalty by delivering courteous, professional, and efficient customer 

service. This role manages customer accounts, processes orders, resolves issues, and 

proactively supports sales initiatives by identifying opportunities to expand product use 

among existing customers. The position also serves as a key liaison between customers 

and internal departments to ensure an exceptional customer experience

Requirements

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Serve as the primary point of contact for customer inquiries via phone and email, 

ensuring prompt and professional responses.

• Promote MACH’s website, guiding customers through online purchasing options 

and product resources.

• Proactively analyze customer purchasing patterns to recommend complementary 

products and identify potential new product opportunities.

• Maintain accurate and up-to-date customer records in the ERP system, including 

order details, account information, and communication logs.

• Process customer transactions, including orders, returns, billing adjustments, and 

account updates, ensuring accuracy and efficiency.

• Investigate and resolve customer issues or complaints by developing clear action 

plans and communicating timelines and resolutions to all parties involved.

• Collaborate cross-functionally with internal teams including Purchasing, 

Engineering, Accounting, and Shipping to ensure seamless service delivery.

• Provide ongoing customer education regarding MACH’s products, services, and 

policies.

• Travel occasionally to customer locations for relationship management and service 

support.

• Support departmental objectives and perform other duties as assigned by 

management

Education & Experience:

Required:

• High school diploma or GED 

• Minimum of one (1) year of customer service experience required.

Preferred:

• Call center or sales experience preferred.

•  Familiarity with ERP systems and CRM tools preferred.

•  Knowledge of MACH’s product lines and industry practices a plus.