Customer Service Representative
4 weeks ago
About Harvard Bioscience Harvard Bioscience is a leading developer, manufacturer and seller of technologies, products and services that enable fundamental research, discovery, and pre-clinical testing for drug development. Our customers range from renowned academic institutions and government laboratories, to the world's leading pharmaceutical, biotechnology and contract research organizations. With operations in North America, Europe, and China, we sell through a combination of direct and distribution channels to customers around the world.
A career with Harvard Bioscience is an experience where our employees are energized and aligned to our purpose - Solutions to advance life science. With an experienced leadership team with a track record of delivering growth and accelerated business improvements, HB sees an opportunity to drive significant organic growth by leveraging and expanding its deep customer relationships, new product development and an empowered, efficient sales force.
Harvard Bioscience is looking for a Customer Service Representative who will provide our customers exceptional service by performing the following duties. Customer Service is the interface between the customer and the business. Customer Service represents the face of the factory. The Customer Service representative will work with all internal partners (for example sales, marketing, purchasing, production, technical support, shipping) to ensure smooth sales order processing, order fulfillment, shipping information communication. The Customer Service representative will handle non-technical support customer cases and ensure that they are completed in a timely manner.
Essential Job Functions
Management of orders including but not limited to new product, spares, customer returns for credit.
The company's order processing goal is less than 24 hours to turn around from order receipt to acknowledgement. Specific tasks include:
- Processes POs from any source (phone, email, post, efax, sales, salesforce.com) with accuracy, completeness and adherence to policies and procedures.
- Responsible for purchase order accuracy via review against ERP system, quote or other reference.
- Closes the loop with the customer via order acknowledgements.
- By monitoring shipment dates against acknowledgement date, the Customer Service representative will provide updates to the customer as necessary (including resetting order dates when needed).
Customer Communication Harvard Bioscience has a goal is that all customers will hear back within 24 hours (during business days).
- Provides proactive customer communication for product related and any other customer inquiries.
- Handles the first level of inquiries from the customer, as sales related help desk. Escalates to customer service management, sales or tech support as required.
- Processes follow-up requests from any source such as CRM or email regarding past due orders, provides shipping tracking #s, invoice copies, order status.
- If order status is not immediately available, works with internal partners (production or procurement) to get best new date to customer and sales team.
- Responsible for owning, maintaining and closing CRM cases/orders (excluding technical support or sales opportunities). Goal for closing a case is less than three business days.
Master Data Maintenance:
- Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding customer overdue payments.
Returns:
- Customer Service representatives process customer RMAs for return. The goal is to acknowledge the customer with an RMA number within 48 hours of request.
- Monitor RMA cases to ensure returns are meeting commitment to customer.
- Customer Service hands off customer complaints to Tech Support within 24 hours.
Quoting support to sales: customer service is a consultant to sales for quoting.
- Provides guidance to the salesperson on how to structure the quote so it get processed correctly (legal entity to whom purchase order is being issued, handling incoterms, delivery terms and payment terms, including use of the company's appropriate brand template/header.)
Logistics:
- Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.
- Reviews results from backlog and operations reviews for existing orders.
- Communicate with shipping about schedules, consolidated shipments, and material availability with shipping department, specifying customer preferred freight forwarders/carriers as needed.
skills and abilities required
- HS Diploma or equivalent.
- Excellent computer skills; proficiency in MS Office including Word, Excel, Powerpoint and Outlook.
- Exceptional verbal and written communication skills.
- Ability to multi-task and pay attention to detail.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
- Experience with ERP or CRM systems; experience with Salesforce a plus
- English mandatory; any other language skills a plus
AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER/VETERAN/DISABILITY
FLSA Non Exempt
ADA Disclaimer
In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Job Posted by ApplicantPro
-
Customer Service Representative
3 days ago
Holliston, United States Harvard Bioscience Full time**About Harvard Bioscience** Harvard Bioscience is a leading developer, manufacturer and seller of technologies, products and services that enable fundamental research, discovery, and pre-clinical testing for drug development. Our customers range from renowned academic institutions and government laboratories, to the world's leading pharmaceutical,...
-
Customer Service Representative
4 weeks ago
Holliston, United States Rodenhiser Home Services Inc Full timeNever job search again! Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn to excel. At Rodenhiser: -...
-
Customer Service Representative
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeNever job search again! Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn to excel. At Rodenhiser: -...
-
Customer Service Representative
2 days ago
Holliston, United States CareerBuilder Full timeNever job search again! Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn to excel. At Rodenhiser: You are...
-
Customer Service Representative
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again!Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn...
-
Customer Service Representative
3 weeks ago
Holliston, United States Rodenhiser Home Services Inc Full timeNever job search again! Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn to excel. At Rodenhiser: ...
-
Customer Service Representative
4 weeks ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again!Rodenhiser has been successfully serving homeowners of the MetroWest area with professional home service technicians since 1928. Maintaining the highest standards of service for our thousands of customers requires a dedicated and professional support staff. Join Rodenhiser, be a professional, and learn...
-
HVAC Sales Representative
3 weeks ago
Holliston, United States Nicholson Plumbing Heating & Air Conditioning Full timeHVAC Residential Sales Representative Nicholson Plumbing, Heating and Air Condition is one of Massachusetts largest independent HVAC/Plumbing companies offering products, services, and solutions to customers. We are looking for Sales Representatives in the Holliston, MA. This is a tremendous opportunity for Sales Representatives who have at least 5 years of...
-
HVAC Sales Representative
1 week ago
Holliston, United States Nicholson Plumbing Heating & Air Conditioning Full timeHVAC Residential Sales Representative Nicholson Plumbing, Heating and Air Condition is one of Massachusetts largest independent HVAC/Plumbing companies offering products, services, and solutions to customers. We are looking for Sales Representatives in the Holliston, MA. This is a tremendous opportunity for Sales Representatives who have at least 5 years of...
-
Electrical Service Technician
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeRodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. **At Rodenhiser**: - You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with state-of-the-art equipment. - You are never rushed....
-
Technical Support Representative
7 days ago
Holliston, United States Iwaki America Full time**Must be able to work onsite in Holliston, MA. We are not able to sponsor any applicants., must be a US citizen. No agencies at this time.** **Position Summary**: Provides effective technical support by utilizing in-depth knowledge of company products and procedures. Provides field support as needed, and conducts training for employees, customers, and...
-
Electrical Service Technician
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionRodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere.At Rodenhiser:You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with state-of-the-art equipment.You...
-
Electrical Service Technician
1 month ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionRodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere.At Rodenhiser:You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with state-of-the-art equipment.You...
-
Plumbing Service Technician
1 month ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again. Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. At Rodenhiser: You are prepared. Rodenhiser’s in-house training will provide you hands-on...
-
Plumbing Service Technician
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again. Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. At Rodenhiser: You are prepared. Rodenhiser’s in-house training will provide you hands-on...
-
HVAC Service Apprentice
1 month ago
Holliston, United States Rodenhiser Home Services Inc Full timeNever job search again. Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser's size comes numerous advantages you won't find elsewhere. At Rodenhiser: - You are prepared. Rodenhiser's in-house training will provide you hands-on experience with state-of-the-art equipment. - You are...
-
Robotic Field Service Engineer
3 weeks ago
Holliston, United States FANUC America Corporation Full timeAt FANUC America Corporation we are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported. We are looking for talented people who value integrity, informed decision-making, and collaboration. If you believe you...
-
HVAC Service Apprentice
1 month ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again.Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. At Rodenhiser:• You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with...
-
HVAC Service Apprentice
1 month ago
Holliston, United States Rodenhiser Home Services Inc Full timeNever job search again.Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. At Rodenhiser:• You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with state-of-the-art equipment.• You...
-
HVAC Service Apprentice
1 week ago
Holliston, United States Rodenhiser Home Services Inc Full timeJob DescriptionJob DescriptionNever job search again.Rodenhiser has been crafting an elite team of technicians since 1928 who service thousands of happy customers. With Rodenhiser’s size comes numerous advantages you won’t find elsewhere. At Rodenhiser:• You are prepared. Rodenhiser’s in-house training will provide you hands-on experience with...