Founded in 1984, MAT Holdings, Inc. is a privately held $2.0 billion multi-national company with manufacturing operations, distribution centers, and sourcing offices worldwide in the automotive, fencing, hardware, and power equipment sectors. Headquartered in Long Grove, Illinois, we have over 40 factories on three continents, including 2.1 million square feet of U.S. distribution and manufacturing space.  We provide our customers various services, including U.S. and overseas engineering, quality assurance, logistics and distribution support, strategic warehousing, bi-lingual sourcing, product development, and marketing. MAT is a family of companies and products providing employment opportunities with more than 14,000 employees in 12 countries.

The Customer Service position manages and records customer information, requests, and service issues into the computerized database while applying exceptional customer service skills to our internal and external customers.

Principle Responsibilities

• Interact daily with up to 100 customers, sales team, and supply chain team to address and resolve customer orders and issues. 
• Enters customer orders, credits, and returns into the SAP System through phone, fax, or email from customers and Sales Executives.
• Handle all incoming and follow-up calls and conduct additional research as needed.
• Follow up with distribution centers and trucking companies for proof of deliveries on shipments. 
• Identify and resolve the customer’s issues and anticipate future needs by explaining/suggesting/providing additional information that the customer needs to know.
• Maintain a well-developed working knowledge of the complete line of products and services offered, taking self-responsibility to keep up to date and request assistance for further development needs.
• Sets up new customer accounts in the SAP database.
• Creates and Maintains spreadsheets. 
• Checks pricing on orders against what is entered in our SAP system. 
• Intuitive & problem-solving skills in addressing customer complaints concerning quality, billing, and service issues. 
• Good problem solver and pays attention to detail. 
• Tracking of both incoming and outgoing shipments. 
• Works closely with sales executives and the supply chain team.  

Competencies

• Shows the ability to be resourceful and driven.
• Ability to influence and shape the decisions of others and to work through issues or conflicts to create.
• Highly organized, results-driven, and able to work in a fast-paced environment.
• Ability to present information to all levels of the organization.
• Microsoft PPT, Excel, and Project management Tools.
• Positive Attitude.
• SAP experience a plus.

Education/Experience:

• 2-4 Customer Service experience required.
• A year degree is required.
• Advanced Microsoft Office skills, including Excel.
• SAP Software knowledge is a must.
• Customer Service experience with a high amount of customers.
• Ability to multi-task.
• Demonstrate outstanding verbal and written communication skills.
• Ability to write detailed and complex correspondence to customers addressing issues. 
• Well organized & highly motivated.

All your information will be kept confidential according to EEO guidelines.