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Customer Service Representative at Shimadzu Scientific Instruments

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Columbia, Maryland





Job Description:

Customer Service Representative – Columbia, MD - SSI Corporate Headquarters


 


Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Our products include Gas Chromatographs, Liquid Chromatographs, Mass Spectrometers, Total Organic Carbon Analyzers, UV-Vis Spectrometers, Fluorescence, Atomic Absorption, IR, X-Ray, and Universal Testing Machines. In 1975, SSI Corporate Headquarters was established in Columbia, Maryland and we currently have nine regional offices coast to coast.


 


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 support calls in the queue, 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:



  1. Answering incoming calls.

  2. Order Entry - (all orders, including customer, Field Service Engineer …)

  3. Part Number verification.

  4. Order acknowledgment.

  5. Entering support calls in queue.

  6. Confirming order status .

  7. Financial review/approval process.

  8. Issuance of RMA’s (company-wide).

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

Communication Skills


Strong Telephone Etiquette Skills


Problem Resolution

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 bachelor’s 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.