Client Support Specialist II

2 weeks ago

Gaithersburg, Maryland, United States Meso Scale Discovery Full time

Client Support Specialist II

Job Category: Sales/Customer Service Requisition Number: CUSTO001847

Job Overview

POSITION SUMMARY:

Deliver professional, courteous, and customer-focused assistance to the Meso Scale Discovery clientele. This role involves direct engagement with a diverse customer base and collaboration with various internal teams to ensure the efficient processing of inquiries, orders, and requests, facilitating the timely distribution of Meso Scale Discovery products globally.

KEY RESPONSIBILITIES:

Customer Engagement

  • Respond to customer inquiries and concerns with effective solutions promptly.
  • Coordinate and relay updates regarding order statuses throughout the processing cycle.
  • Provide prospective clients with product details, pricing, and ordering information.

Order and Quote Management

  • Handle customer quotes and orders received via phone, fax, or email.

Interdepartmental Collaboration

  • Communicate order requests, tracking updates, and shipping details to sales representatives and other internal teams.
  • Work alongside other departments to ensure order fulfillment and invoicing processes are seamless.

Specific responsibilities may vary based on departmental needs.

EXPERIENCE AND QUALIFICATIONS:

  • Bachelor's degree is required; additional experience (5 years) may substitute for formal education.
  • A minimum of 2 years of experience in supporting a diverse and sophisticated customer base.
  • Familiarity with various business operations and ERP systems is advantageous.
  • Experience with JD Edwards software is highly preferred.
  • Proficient in standard office equipment and technology.
  • A background in Life Sciences is beneficial.
  • Experience in a call center setting is a plus.
  • Ability to communicate in a second language, in addition to English, is an asset.
  • Consistent performance and the ability to manage increased responsibilities are essential for advancement opportunities.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Thorough understanding and demonstrated proficiency in key customer service functions, including:
    • Order entry and management.
    • Quote preparation.
    • Effective communication with customers via phone and email.
    • Comprehensive understanding of the sales process from initiation to completion.
  • Proficient use of CRM and inventory management ERP systems.
  • Excellent verbal and written communication skills.
  • Strong customer service abilities, including meticulous follow-up with clients and internal personnel.
  • Professional etiquette and the ability to cultivate strong relationships.
  • Proven track record in managing escalated customer interactions effectively.
  • Ability to communicate issues and results that affect timelines and accuracy of customer order data.
  • Competence in basic mathematical calculations.
  • Logical problem-solving skills and the ability to organize and advance project tasks systematically.
  • Ability to identify and address customer concerns with urgency and a service-oriented mindset.
  • Proficient in MS Office applications.
  • Expected to demonstrate creativity and flexibility, managing multiple tasks effectively in a dynamic customer service environment.

PHYSICAL DEMANDS:

This role requires effective communication and information exchange, the use of necessary equipment, and mobility within the office environment.

WORK ENVIRONMENT:

Standard office setting.

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