Customer Success Specialist

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

Join The Baker Company! For 75 years, we have been leaders in developing innovative solutions for air containment, contamination control, and controlled environments. Our products-including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators-provide unparalleled user and product protection for a variety of applications. We design and build equipment that is essential in cutting-edge biological and pharmaceutical research, utilized by some of the world's top companies and research organizations.

As a Customer Success Specialist, you will be the crucial link between The Baker Company and our valued customers, sales representatives, product certifiers, engineering teams, manufacturing, and accounting staff. Your role is to calculate and send quotes, process sales orders, manage warranties, and meet our customers' diverse needs to ensure their satisfaction.

Key Responsibilities:

Field 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 sales representatives and sales partners.
Process quotes and purchase orders efficiently.
Log call data and information into CRM or ERP systems.
Collaborate with engineering staff to respond to customer inquiries effectively.
Manage warranty calls and ensure timely resolution of customer inquiries (warranty, non-warranty, troubleshooting service incidents).
Maintain a deep understanding of the features and benefits of all products offered by the company.
Ensure compliance with the company's quality assurance and customer satisfaction programs.
Adhere to company time and attendance policies and maintain service standards.
Communicate effectively with all departments to ensure service and policy compliance.
Focus on ensuring customer satisfaction with our products.
Apply Lean tools and concepts to identify and eliminate waste, enhancing process flow and information handling.
Perform additional duties as assigned by your supervisor.

Performance Metrics:

Call logs (inbound/outbound).
Data logging accuracy.
Effective territory management.
Product knowledge and application.
Order accuracy and completeness.

Physical Requirements:

Able to sit for extended periods.
Capable of working on a computer.

Minimum Requirements:

Associate's or Bachelor's degree in business (preferred).
Excellent verbal and written communication skills.
High energy and strong organizational abilities.
Proficiency in Microsoft applications.
Good analytical and multitasking skills.
Able to thrive under pressure and meet deadlines.
Self-motivated with the ability to work independently.
Experience with international orders/shipments is a plus.
Knowledge of contracts administration and bids is advantageous.

Benefits:

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

The Baker Company is located at 33 New England Way, Sanford, ME.

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

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