Customer Service / Sales Support Specialist

Location
Upland, CA
Posted
Nov 30, 2018
Hotbed
Biotech Beach
Required Education
High School or equivalent
Position Type
Full time

Customer Service / Sales Support Specialist

Analytik Jena US LLC – Upland, CA

Are you looking to make a career move to utilize your science or technical education and/or lab experience, in an industry customer service and support position?

Would you thrive on supporting our global customers, sales managers and distributors with inbound order quotes, order process and technical product support?

Do you have great attention to detail and organized process mindset, to ensure exact Export documentation and procedures are followed for International shipments of our manufactured products?

If yes, keep reading…

Analytik Jena US headquarters is seeking a Customer Service / Sales Support Specialist who has a passion for providing global sales and customer support, along with initial tech support across a wide array of UV based Life Science, Laboratory and Industrial products. Regular hours 7am-4pm M-F.

Analytik Jena US is looking for an organized and detail oriented individual who is self-motivated and enjoys helping our customers and distribution partners to order the products that will meet their specific needs, provide follow-up and after-sale customer service.  This person will handle full scope of our Customer Service / Inside Sales position, including same-day response and/or order handling of quotes, order entry, export coding and documentation, plus provide technical troubleshooting support on a variety of our life science imaging, lab and industrial product lines. The primary focus of this position will be to support UK, China, Europe, Middle East and Africa regions’ customers and dealers purchasing our manufactured products.  Order handling sales are primarily in-bound, with some outbound sales activities for upgrades, replacements and notice of sales promotions, to best serve our customers and distributors.

Responsibilities:

  • Handle customer inquiries, orders and tech support, primarily by email with moderate call volume – email volume estimated at 50-75 per day, including follow-up and confirmations
  • Preparation of documents for export shipments, including export coding, scheduling and coordinating pick-ups with freight forwarders
  • Obtain the customer’s specific application requirements and recommend products that meet their needs after determining compatibility through an interactive process
  • Timely and accurately processing of quotes & sales orders and checking on shipping status
  • Provide clear and concise instructions on troubleshooting, product operation and component replacement or adjustments
  • Recommend upgraded or replacement products when applicable
  • Collaborate with other departments when resolving customer issues related to sales, shipment and product operation
  • Maintain open/closed customer files and scan docs to upload into system for paperless storage
  • Manage customer database and ensure customer data is accurate and current; verify and maintain customer pricing
  • Follows ISO related quality policies, procedures, and documentation requirements
  • Must be willing to work overtime when needed

Requirements:

  • Customer Service, technical support, lab or administrative support experience, utilizing email and phone communication preferred
    • Will consider training motivated candidate with relevant transferable skills and aptitude to perform well in this position
  • Science or Business degree or Technical certification desirable
  • Passionate about customer support, thinks outside the box and pushes beyond the status quo
  • Excellent Business English writing skills, plus fluent English verbal communication skills, including tactful interactions
  • Self-motivated, independent and proactive
  • Confidence to communicate what you don’t know and to ask questions
  • Cooperative, positive and professional interpersonal skills with customers and colleagues
  • Proficient with Outlook and Excel, with ability to learn ERP/MRP and CRM systems

Comp package includes competitive salary and excellent benefits package: 401(k) match, medical, dental and vision insurance, plus company paid Disability, Life and AD&D insurance plans.

When applying, send resume, plus cover letter or note highlighting 3 specific reasons your background and/or accomplishments make you a strong candidate for this position.

Equal Opportunity Employer M/F/D/V