Customer Service Specialist

The Baker Company
US - Maine - North Berwick
November 13, 2024

Join a Leading Innovator! For 75 years, The Baker Company has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our exceptional products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, provide unmatched user and product protection for various applications. We proudly design and build equipment used daily in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

The Customer Service Specialist serves as the vital link between The Baker Company and our valued customers. In this role, you will collaborate with sales representatives, product certifiers, engineering, manufacturing, traffic, credit, and accounting teams to ensure our customers' needs are met with efficiency and satisfaction.

DUTIES AND RESPONSIBILITIES

Respond to incoming phone calls and online inquiries from end users, service technicians, and sales professionals with a courteous and helpful demeanor.
Support a network of independent manufacturers' sales representatives and sales partners.
Process quotes and purchase orders accurately and efficiently.
Log call data and information into the CRM or ERP systems.
Coordinate with engineering personnel to provide timely answers to customers' inquiries.
Handle warranty calls and ensure compliance with warranty processes.
Resolve customer inquiries promptly, including warranty, non-warranty, and troubleshooting service incidents.
Maintain a solid understanding of the features and benefits of all products sold and serviced by the company.
Ensure compliance with the company's quality assurance and customer satisfaction programs.
Communicate effectively across the company to uphold service standards and policies.
Make every effort to ensure customer satisfaction through quality service.
Utilize Lean tools and concepts to streamline processes and eliminate waste.
Perform other relevant duties as assigned by management.

KEY PERFORMANCE METRICS

Inbound/outbound call logs
Data accuracy
Territory management
Product knowledge proficiency
Order accuracy and validity
Completeness of orders

PHYSICAL REQUIREMENTS

Able to sit for extended periods of time
Able to work proficiently on a computer

MINIMUM REQUIREMENTS

Associate's or Bachelor's degree in business (preferred)
Excellent communication and organizational skills
High energy level and ability to multi-task
Proficient in Microsoft applications
Strong analytical and problem-solving skills
Ability to perform under pressure and meet deadlines
Works independently with minimal supervision
Experience in international orders/shipments is a plus
Knowledge of contracts administration/bids is favorable

BENEFITS

Medical and Dental coverage
Health Reimbursement Account
Flexible Spending Accounts
Life and Disability Insurance
401(k) retirement plan
Company Profit Sharing Plan
Gym Membership Reimbursement
Paid Time Off
And more!

Location: The Baker Company, Sanford, ME

Read the full job description and apply online on the recuiter's web-site

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