Job Description

POSITION TITLE:  CUSTOMER SUPPORT SPECIALIST

FLSA STATUS:  NON-EXEMPT

DEPARTMENT NAME: 

SUPERVISOR’S TITLE: 

SUMMARY: 

Customer Support Specialist (CSS) will execute on customers/channel partners orders and shipment process to ensure customer satisfaction.  The CSS will be the main conduit between the customers’ supply chain personnel and operations team.  The incumbent will provide current and prospective customers/channel partners with information concerning availability of products and services, pricing, and delivery information.  The incumbent is also responsible for the preparation of appropriate documentation as it applies to international/domestic orders as well as returned items and goods.

The role also requires a hands-on approach to responding to both customer and channel partners technical support requirements.  It requires a pro-active component where both instrument and assay performance dynamics are monitored, and remedial actions are initiated as appropriate.  The role is primarily a customer facing, but also requires working with internal colleagues to address technical and customer satisfaction challenges.  The incumbent will be a principal liaison with R&D team as we seek to improve both specimen collection methods and system performance.  The CSS will file the necessary quality documentation and will work with the Development and Marketing teams to issue technical bulletins as required.  

The CSS is an individual contributor role with a high-level degree interaction with other functions within the company. To facilitate proper customer interaction the role might require domestic and international travel from time to time.

RESPONSIBILITIES:

• Processes all orders in an efficient and expedient manner as received by telephone, mail, or electronic services
• Participate in weekly forecasting and planning exercises
• Assists customers/channel partners with inquiries pertaining to orders, invoicing, coordination of deliveries, availability of products, pricing and/or billing problems
• Assists shipping personnel with efforts to maintain high service level to customers/businesses including: advising shipping of special customer requirements related to packaging, marking or any other shipping-related activities; provides ample notice for special orders to enhance effective processing; assimilates knowledge of regulations and prepares proper declarations; monitors available inventory and alert shipping personnel of shortages or problems in filling orders
• Maintains courteous and professional communications with customer/businesses and internal employees
• Provides product information as required
• Assists customers/channel partners with product quality and performance issues Assists with trouble shooting and root cause analysis
• Manages technical support cases through phone, email exchanges and occasional in-person visits where necessary
• Prepares reference material for users by collating and communicating operational and technical instructions
• Serves as a key liaison on technical matters
• Provides timely follow up on outstanding client issues
• Refers customer to appropriate qualified technical staff member in response to sophisticated customer technical inquiries and/or problems
• Completes required administrative paperwork including customer support tickets and training documents
• Assists Strategic Marketing and Product Development groups with information pertinent to product upgrades or line extensions

KNOWLEDGE AND SKILL: 

• Superior communications skills with internal and external customers
• Self-driven 
• High attention to detail
• Logistical methodologies both domestic and international
• Quick learner in scientific

EDUCATION/EXPERIENCE REQUIRED: 

• Bachelors or Associates Degree in relevant scientific or business administration field
• Minimum of 3 years customer support or inside sales experience in the biotech or medical equipment environment
• Excellent written, verbal, and presentation skills
• Must be organized with strong trouble shooting and analytical skills
• Strong MS Office knowledge & CRM experience