Customer Service Representative

The Baker Company
US - New Hampshire - Sanbornville
November 10, 2024

For 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.
The Customer Service Representative acts as a liaison between The Baker Company and our customers, sales representatives, Baker product certifiers, engineering, manufacturing, traffic, credit, and the companys accounting staff to calculate and send quotes and sale orders, processes warranties, and fulfill customers various needs to ensure satisfaction.
DUTIES AND RESPONSIBILITIES
Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner
Supports a network of independent manufacturers sales representatives and / or sales partners
Processes quotes and purchase orders
Log call data/info into CRM or ERP
Coordinate with engineering personnel to get the customers answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs
Issues warranty calls
Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)
Solid understanding of the features and benefits of all products sold and serviced by the company
In-depth knowledge of all warranties
Ensures compliance with the companys quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints
Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards
Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.
Make every effort to focus on doing it right to make sure the customer is happy or satisfied with our units
Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
Perform other relevant duties as assigned by the supervisor and/or manager
KEY PERFORMANCE METRICS
Call logs (In- bound/out-bound)
Data log
Territory management
Product knowledge
Order accuracy and validity
Completeness of orders
PHYSICAL REQUIREMENTS
Able to sit for extended periods of time
Able to work on a computer
MINIMUM REQUIREMENTS
Associate's/bachelors degree in business (preferred)
Excellent communication skills
High energy level
Strong organizational skills
Proficient in Microsoft applications
Good analytical skills
Ability to multi-task
Able to work under pressure and meet deadlines
Works under little to no supervision.
Experience in international orders / shipments a plus
Contracts administration/bids knowledge a plus.
BENEFITS
Medical
Dental
Health Reimbursement Account
Flexible Spending Accounts
Life and Disability Insurances
401(k)
Company Profit Sharing Plan
Gym Membership Reimbursement
Paid Time Off
And More!

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Customer Service Representative

Customer Service Representative

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