Do you want to step into a high-tech world with a strong focus on innovation? Do you want to be a real business partner for our customers by offering value-added propositions? Are you looking for a position in which you can fully exploit your service skills? Do you want to do this in an international, global, but personal environment? Then this might be your chance to become a part of our innovative and enthusiastic customer support team.
This is a high interaction position providing the primary point of contact and coordination between Malvern Panalytical and its customers. Act as customer liaison for MP as a team member of the primary contact point for internal and external customer.
What are your responsibilities?
- Active participant on the Contact Center Team and Order Entry team
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Answers telephone in a timely and courteous manner and directs caller to destination- Answer customer questions regarding order status, lead time, tracking, copies of invoices, etc
- Creates Cases and assign cases to appropriate personnel
- Thorough communications with internal employees
- Manage email traffic and address customer requests
- Maintain customer contact and address information
- Maintain Accounts billing address' for invoicing
- Enhance customer support in the Americas territories through a proactive integration on the daily customer support & training activities of the team, our customer base and partners
- Escalate support within the installed base to our partners and technical specialists for the product line
- Contribute to improvement in system and performance through cross-functional teams and communicate customer issues, concerns, or ideas to the appropriate group(s) within MP
- Close cases and review service reports
- Quote spare parts for customers and drive business to our E-Commerce platform
- Complete Registrations for new customers on E-Commerce platform
- Process purchase orders for parts and/or service
- Review Orders and check for accuracy and/or blocks
- Take credit card payments and process orders accurately over the phone
- Provide accurate lead times to customers by checking stock availability locally
- Follow up on lead times for orders out of stock with the Supply Center and update customers accordingly
What do you need to be successful in this role?
- Must possess excellent communication and systematic problem-solving skills
- Ability to work independently as well as being a participatory team player
- Multitasking and organization skills with the ability to handle multiple requests simultaneously
- Experience with computers is required
- Data entry and customer call skills
- Attention to details and maintaining accuracy
- Ability to effectively work remote
- This is a non-exempt position.
- The hours for the role are 8:30 – 5 PM EST
Great to have?
- Multilingual as we are a Global company
- Minimum two years administrative experience in a team environment desired
- Experience in ISO or another similar procedural environment preferred
- SAP and Salesforce experience preferred
When you join?
Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.
We value entrepreneurship and commitment by offering real career possibilities.
You become part of a growing company where you can shape the future of our work processes.
We are Malvern Panalytical. We are BIG on Small.
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