Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Regional Customer Success Coordinator to join our team. This is a hybrid opportunity at our Hunt Valley, MD location.
ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):
For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense, and space systems sectors.
Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.
SCOPE:
Through the years and continuing through today, Mitsubishi Heavy Industries America Corrugating Machinery Division (CMD) serves the growing, dynamic packaging industry with leading edge equipment systems, sales, parts, technical and field support, making it one of the most respected suppliers to converters in North and Central America.
The Regional Customer Success Coordinator’s focus is to develop and maintain customer relations within the Corrugating Machinery Division by coordinating with internal departments, ensuring excellent communication and positive customer interactions. This role is responsible for analyzing customer feedback and translating it to actionable items to increase customer satisfaction for their assigned regions.
The ideal candidate should possess a keen attention to detail and take a proactive approach to customer assistance, aiming to deliver exceptional customer experiences.
JOB RESPONSIBILITIES
- Coordinate, confirm, and attend service visit exit meetings to provide support to Field Service Engineers (FSE) and customers.
- Follow up post service visit to ensure our customers receive service reports and all quotations recommended during the visit.
- Coordinate schedules with customer service teams to maintain accurate schedule and workflow.
- Coordinate follow-up for any service contract.
- Coordinate follow up on rebuild quotations and the customer call log.
- Gather and analyze customer feedback and work internally to address their concerns to improve customer service.
- Supports the implementation of programs, policies, and services provided as the customer’s first line of contact.
- Recognizes trends of unusual events, consistent problem areas, and/or issues affecting customers and engages the appropriate support to resolve the issue.
- Manage daily service requests.
- Provide excellent customer service including answering customer inquiries in a timely manner and responding to client feedback.
- Respond to customer emails, letters, and phone calls in a timely and professional manner.
- Follows up with stakeholders and communicates effectively to meet their needs.
- Assist the Business Development Manager as directed.
QUALIFICATIONS & SKILLS
- Education Requirement: High School Diploma/GED or equivalent combination of education & experience
- Experience: At least 2 years of related customer service experience
- Any special skills/training/certifications:
- Excellent problem-solving skills. Seeks to understand concerns and issues and demonstrates resourcefulness to problem solve and ensure resolution of issue.
- Attention to detail
- Ability to work in fast paced changing environment
- Exceptional organizational skills
- Word/Excel spreadsheet competence
- SAP experience and/or equivalent systems
- Excellent customer service skills
WORKING CONDITIONS:
- Occasional overtime during the week/ weekend may be required.
- Travel %: Up to 10%
- Weekend/late night work if applicable: May be required.
- Lifting/physical requirements: Regularly required to sit for long period, stand, walk, talk and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Why Should You Apply?
- Excellent Benefits (Medical, Dental, Vision & 401K Matching)
- Excellent growth and advancement opportunities
- Paid vacation, sick time and 15 holidays
- Committed to quality products and services.
- Great working environment and culture
MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.
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