Customer Support Specialist

The Baker Company
US - Maine - Shapleigh
November 13, 2024

Join The Baker Company, a leader in air containment and contamination control solutions!

For 75 years, we have been at the forefront of innovation, providing products such as biological safety cabinets, clean benches, fume hoods, and pharmacy isolators. These essential tools are used daily in groundbreaking biological and pharmaceutical research by leading companies and research organizations worldwide.

As a Customer Support Specialist, you will be the vital link between The Baker Company and our valued customers, sales representatives, product certifiers, engineering, manufacturing, traffic, credit, and accounting staff. Your role will involve calculating and sending quotes, processing sales orders, handling warranties, and fulfilling diverse customer needs to ensure an exceptional experience.

Duties and Responsibilities:

Receive and respond to incoming calls and online inquiries from end users, service technicians, and sales professionals with professionalism and courtesy.
Support a network of independent manufacturers' sales representatives and sales partners.
Process quotes and purchase orders effectively.
Log call data and information into CRM or ERP systems.
Coordinate with engineering personnel to provide accurate product and pricing information to customers and field technicians.
Manage warranty calls efficiently.
Resolve customer inquiries promptly, including warranty and troubleshooting service incidents.
Maintain a solid understanding of all products, warranties, and compliance with quality assurance programs.
Communicate effectively with various departments to uphold service standards and company policies.
Strive for customer satisfaction by ensuring high-quality service and resolving issues equitably.
Utilize Lean tools and concepts to identify and eliminate waste throughout processes.
Perform additional duties as assigned by the supervisor or manager.

Key Performance Metrics:

Call logs (inbound/outbound)
Data log accuracy
Territory management efficiency
Product knowledge levels
Order accuracy and validity
Completeness of orders

Physical Requirements:

Ability to sit for extended periods.
Comfortable working on a computer.

Minimum Requirements:

Associate's or Bachelor's degree in business (preferred).
Excellent communication skills and high energy level.
Strong organizational and analytical skills.
Proficient in Microsoft applications with the ability to multitask.
Capable of working under pressure and meeting deadlines with minimal supervision.
Experience in international orders and shipments is a plus.
Knowledge of contracts administration/bids is a bonus.

Benefits:

Medical and dental coverage.
Health Reimbursement Account and Flexible Spending Accounts.
Life and Disability Insurance.
401(k) with a company profit-sharing plan.
Gym Membership Reimbursement.
Paid Time Off and more!

We are headquartered at 25 W. University Dr., Sanford, ME. Apply today to be a part of our innovative team!

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

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