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Shimadzu Scientific Instruments · 15 hours ago

Customer Service Representative (Front Desk Support)

Columbia, Maryland, United States

Full-time

Onsite

Entry Level

$50K/yr - $56K/yr

1+ years exp

Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, and they are seeking a Customer Service Representative – Front Desk Support to serve as the first point of contact for visitors and callers at their corporate headquarters. This role ensures professional and efficient customer support, handling inquiries, processing orders, and providing administrative support for sales and service teams.

AnalyticsBiotechnology

Responsibilities

Greet visitors in a professional and friendly manner, directing them to appropriate contacts

Provide assistance to customers through inbound phone calls and chats via the auto call distribution (ACD) system

Handle incoming customer communication via phone, email, and written correspondence

Process orders through the CRM and DFS system, and Great Plains (GP), ensuring accuracy and order confirmation

Generate and administer Great Plains call documentation

Assist with CRM quotations and backup support

Provide pricing, product availability and lead time information

Address order holds and collaborate with Accounting, Clinical, Compliance, and other departments

Maintain and update customer account information

Demonstrate problem-solving skills, including decision-making, time management, and prioritization of tasks

Exhibit active listening, superior customer service and strong telephone etiquette

Resolve customer issues, including conflict resolution negotiation, and de-escalation

Initiate outbound calls for issue resolution and follow-ups

Provide backup support to the customer service team when needed

Respond to internal and customer emails in a timely manner

Qualification

Customer support experienceMicrosoft Dynamics GPAnalytical instrumentation knowledgeCommunication skillsMultitaskingTelephone etiquetteProblem-solving skillsTeamworkActive listening

Required

At least 1 year of experience in a customer support environment, preferably within a sales or operations setting

High school diploma required; Bachelor's degree preferred

Ability to work independently and as part of a team to meet customer service objectives

Strong written and verbal communication skills with the ability to multitask in a fast-paced environment

Preferred

Familiarity with analytical instrumentation or laboratory equipment is a plus

Proficiency in Microsoft Dynamics GP or similar ERP systems is highly desirable

Benefits

Matching 401K & Profit-Sharing Program

Flexible Spending/Health Savings Accounts

Generous & Front-Loaded Paid Time Off Plan

Tuition Assistance Program for both graduate and undergraduate levels

Pet Insurance, optional Identity theft, legal pre-paid and critical care buy-up insurance benefits, generous company paid life insurance & short-term disability programs

Business casual Dress Attire & casual (jeans) Friday!

Employee Resource Groups to network, build a sense of community and enhance one’s career and personal development

Additional compensation is available through either an Incentive and/or Commission Plan.

Additional compensation is offered through a Cost-of-Living Adjustment (COLA)