Customer Support Specialist – Laboratory/Analytical/Bioprocessing

2 months ago

Wilmington, Delaware, United States IKA Full time

IKA laboratory technology offers a wide range of innovative equipment for numerous applications in research and development. Market leaders trust in our proven technology for their mixing, heating, distilling and crushing applications. IKA has gained a leading position in the world market with its innovative magnetic stirrers, mixers, overhead stirrers, shakers, homogenizers, mills, rotary evaporators, calorimeters, laboratory reactors and specially developed software for laboratory and analysis applications, as well as temperature control products such as circulators, baths and chillers.

What we offer:

  • Competitive Salary: A competitive salary is provided for the Customer Support Specialist role, ensuring financial stability.
  • Continuous Improvement Philosophy: Emphasis on continual improvement to increase consistency, efficiency, and quality in all aspects of customer service.
  • Teamwork Environment: Encouragement for teamwork on both departmental and company levels, fostering a collaborative work environment.
  • Professional Development: Opportunities for professional development through handling diverse customer interactions and responsibilities.
  • Reasonable Accommodations: Mention of reasonable accommodations for individuals with disabilities, promoting an inclusive workplace.

Your tasks:

  • Customer Interaction: Handle customer support responsibilities, including preparation of quotes, order entry, live chat, incoming calls, and responding to emails.
  • Quote and Order Processing: Provide accurate processing of customer quotations, orders, and confirmations within a 24-hour turnaround period, ensuring adherence to instructions.
  • Account Set-Up: Set up new customer accounts to facilitate seamless transactions.
  • Delivery Information: Maintain and communicate accurate delivery information to customers and Account Managers.
  • Opportunity Routing: Route qualified opportunities to the appropriate account manager for further action.
  • Reception Desk Support: Provide support to the reception desk according to a rotating schedule.
  • Back Order Management: Complete back order reports, update promised shipping dates, and inform customers of any changes.
  • Return Authorizations: Issue and generate return authorizations as needed.
  • Communication: Maintain open communication with all departments to facilitate smooth operations.
  • Product Knowledge: Be familiar with IKA equipment and accessories to provide comprehensive support.

Your Profile:

  • Customer Service Skills: Strong customer service skills, including accurate and courteous handling of customer inquiries and orders.
  • Detail Orientation: Attention to detail in processing quotes, orders, and maintaining accurate delivery information.
  • Communication Skills: Effective communication skills to respond to inquiries, complaints, and present information to top management and public groups.
  • Technical Understanding: Ability to interpret technical instructions and deal with various abstract and concrete variables related to customer support.
  • Mathematical Proficiency: Use basic math skills to interpret quotations, economically order supplies, and generate sales reports.
  • Problem-Solving: Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Adaptability: Willingness to adapt to a dynamic work environment and handle diverse customer situations.
  • Computer Skills: Proficiency in Microsoft-based software, including Outlook, MS Word, and Excel.
  • Physical Fitness: Ability to meet occasional physical demands such as standing, walking, and sitting as required by the job.
  • Team Player: Willingness to strive for teamwork on both a departmental and company level, contributing to a positive work culture.

Qualifications

Minimum B.S. or Associates Degree. Must be effective communicating via email and phone with high response rate. Strong background in Insides Sales, order entry, quote generation and customer service.

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