Description:
About Mastercool
Mastercool is a leading manufacturer and distributor of professional automotive service equipment and tools. We are committed to delivering exceptional products and outstanding customer service to our customers and business partners worldwide.
As part of our continued investment in technology, e-commerce, and AI-driven business processes, we are seeking talented individuals who are excited about leveraging modern tools and technology to improve customer experiences and operational efficiency.
Requirements:
Position Summary
Mastercool is seeking a Customer Success & Operations Technology Specialist to support customer inquiries, claims management, order processing, and operational excellence initiatives.
This position combines traditional customer success responsibilities with modern technology, AI-assisted workflows, and continuous improvement efforts. The successful candidate will work extensively with ERP systems, Microsoft Excel, parcel carriers, reporting tools, and emerging AI technologies to improve productivity, enhance customer communication, and streamline business processes.
The ideal candidate is organized, analytical, customer-focused, and excited about leveraging technology to improve efficiency and deliver exceptional service.
This role is an excellent opportunity for someone interested in customer success, operations, AI, business technology, and long-term professional growth.
Key Responsibilities
Customer Inquiry Management
- Serve as the primary point of contact for general customer inquiries.
- Provide customers with order status, shipping updates, pricing information, and basic product support.
- Resolve customer concerns professionally and efficiently.
- Coordinate with internal departments to ensure timely issue resolution.
- Maintain high customer satisfaction through proactive communication and follow-through.
UPS/FedEx Claims Management
- Manage parcel claims involving lost, damaged, or delayed shipments.
- Collect supporting documentation, photographs, and shipment information.
- Coordinate directly with carriers to resolve claims efficiently.
- Maintain accurate claim records and reporting.
- Identify trends and opportunities to reduce future claims and improve shipping performance.
Order Processing & Customer Support Operations
- Process customer purchase orders accurately and efficiently.
- Verify pricing, quantities, shipping methods, and product information.
- Maintain customer spreadsheets, reports, and operational tracking documents.
- Provide phone support and professionally route incoming customer calls.
- Assist with LTL freight inquiries and support dispute resolution activities when necessary.
AI, Technology & Process Improvement
- Utilize Claude and other approved AI tools to improve productivity, customer communication, reporting, and operational efficiency.
- Identify opportunities to automate repetitive tasks and streamline business processes.
- Assist in the development and maintenance of AI-assisted workflows, prompts, templates, and standard operating procedures.
- Analyze marketplace data, customer trends, and operational metrics to identify opportunities for improvement.
- Support product content enhancement projects using AI-assisted research and content generation tools.
- Participate in testing, implementation, and adoption of new software platforms, AI technologies, and digital commerce initiatives.
- Assist with data cleanup, reporting improvements, and process optimization projects.
- Serve as a technology advocate within the department by helping identify better ways to leverage software, automation, and AI tools.
Analytics & Reporting
- Maintain customer service reports, dashboards, and tracking spreadsheets.
- Analyze claims data, customer trends, and operational metrics.
- Provide recommendations for improving efficiency and customer satisfaction.
- Support management with reporting and special projects.
- Utilize Excel and technology tools to generate insights and improve decision-making.
Qualifications
Required
- Strong computer skills, including Microsoft Excel and other Microsoft Office applications.
- Excellent written and verbal communication skills.
- Strong attention to detail and organizational abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and willingness to learn new technologies.
Preferred
- Experience with UPS, FedEx, parcel claims, or logistics operations.
- Experience with ERP systems and order processing platforms.
- Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, Gemini, or similar technologies.
- Strong Excel skills including formulas, data analysis, and reporting.
- Experience with process improvement or workflow optimization initiatives.
- Manufacturing, distribution, or supply chain experience.
- Experience working with customer support metrics and performance reporting.
- Demonstrated ability to quickly learn and adopt new technologies.
What We Offer
- Comprehensive benefits package
- Paid time off and holidays
- 401(k) retirement plan
- Career growth and development opportunities
- Collaborative and team-oriented work environment
This Position is in the office. Salary Range $23 - $25 an hour
Mastercool Inc. is an Equal Opportunity Employer M/F/Disability/Veteran
