Job Details
** Customer Service Representative**
**Job Category****:** Operations **Requisition Number****:** CUSTO001790 Showing 1 location **Job Details**
**Description**
**Customer Service Representative Shimadzu Scientific Instruments (Columbia, MD)**
Headquartered in Columbia, Maryland, Shimadzu Scientific Instruments (SSI) is the American subsidiary of Shimadzu Corporation (Kyoto, Japan), a world leader in the development of scientific instruments. SSI was established in 1975 as a distribution center providing analytical solutions to a wide range of laboratories and lab services providers in the Americas. Today, SSIs focus has expanded greatly beyond distribution. SSI maintains a network of ten regional offices strategically located across the United States, with experienced technical specialists, service and sales engineers situated throughout the country; a state-of-the-art Customer Training and Education Center; and Shimadzu U.S.A. Manufacturing, which supplies HPLC, GC-MS/MS, LC-MS/MS, and other high-tech products to the U.S. market.
POSITION SUMMARY:
The individual in this position is responsible for providing all Shimadzu customers, internal and external with quality customer service. Using established guidelines must be able to resolve any question, problem or concern to ensure customer satisfaction. Duties will include specific regional or department responsibilities, answering phones, entering/processing sales orders via customer calls/fax/e-mail/mail and EDI. If unable to resolve the issue of a call, CSR must take steps to refer issue to the appropriate person/department for resolution. Responsibilities also include other related duties that may be assigned from time to time.
JOB FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO:
- Partner with SSI customers to effectively provide assistance as requested through inbound phone calls and chats delivered through the auto call distribution (ACD).
- Process Orders through the customer relationship management (CRM) system and through Great Plains (GP) in accordance with internal processes and including confirming orders to customers.
- Provide pricing, product availability, and lead times for items/orders as requested using both GP, SSI reporting, and interactions with the Purchasing and Materials Management departments.
- Address order holds with the appropriate internal departments, including Accounting, Clinical, Compliance, and JSOX requirements.
- Maintain the customer database by creating new customer accounts and updating current customer accounts with proper verification of customer information.
- Effective problem-solving skills including decision making, time management and prioritization of tasks as assigned.
- Display active listening and superior customer service skills for both external & internal customers.
- The ability to demonstrate conflict resolution, negotiation, and de-escalation skills.
- Initiate outbound calls as necessary to resolve issues and/or follow-up to customer requests.
- Provide backup support to the CS team to assist in processing orders for other regions and web store orders when short staffed.
- Respond to internal and customer emails in a timely manner.
SCOPE:
This position is to ensure that customer calls are answered promptly, and that the customers are assisted with professionalism and courtesy regarding all SSI business.
KNOWLEDGE REQUIREMENTS:
CASUAL
WORKING
THOROUGH
SSI Interdepartmental Knowledge
Good Typing Skills
SSI Product Knowledge
Computer Literate
SSI Interdepartmental Knowledge
CSR Experience
Communication Skills
Strong Telephone Etiquette Skills
Problem Resolution
Interpersonal Communications
Great Plains
Microsoft CRM
PROBLEM SOLVING REQUIREMENTS:
The incumbent must be able to handle multiple tasks in a busy environment and exercise independent judgment in routine matters governed by either company policy or guidelines.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS:
The incumbent is required to have a least a high school diploma, while a bachelors degree is highly desirable. One year of experience in customer support environment and with general office work is required.
Shimadzu Scientific Instruments is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
**Qualifications**
**Skills**
**Preferred**
**Customer Service** *Expert* **Computer- MS Office** *Expert* **Phone Support** *Expert* **Behaviors**
**:**
**Motivations**
**:**
**Education**
**Preferred**
High School or better.
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)