Customer Support Representative, II

Job Description

As a Customer Support Representative, you will serve as a key contact and liaison for customers, both internal and external,  to ensure their total satisfaction. You will interact with customers on an ongoing basis, entering orders, handling requests and providing support needed in a timely, professional and courteous manner. This role is responsible to act as the voice of the customers to determine how Evident Scientific Inc. can best satisfy their equipment needs.

Job Duties

Create, monitor, document, and complete contract and customer files to ensure accuracy and timely submission
Prepare or coordinate the preparation of various forms and certifications requested by customers for the purpose of complying with government regulations and customer requirements
Assist Customer Service in acquiring applicable approvals for customer requested changes to Olympus quotes
Perform daily order and quote accuracy checks
Create government labelling for shipments when required
Coordinate with appropriate departments (e.g., Legal, Sales, Finance, and/or Product Marketing) for input on relevant subject matter to complete customer surveys appropriately
Review and revise customer issued legal/purchase addendums, terms and conditions, documents, and/or any modifications to Olympus standard terms and conditions.
Participate in contract negotiations as needed
Communicate with management and colleagues regarding critical situations requiring attention and initiate escalations to management as required for proper resolution
Serve as backup for Senior Contract Specialists and Contract Specialists
Lead continuous improvement efforts within the Contracts team related to administrative work to help deliver cost reductions, increased customer satisfaction, and greater efficiencies
Support the contract team’s daily operations with ongoing projects and any relevant tasks that may arise
Perform other related duties as assigned

Job Requirements

Education:

• High school diploma or GED equivalent required.

Experience:

• 3 –5 years in a business environment. Previous customer service experience preferred.

Skills

REQUIRED QUALIFICATIONS

• Excellent customer service skills with enthusiasm and tact both in writing and over the phone.
• Ability to multitask, organize and prioritize tasks.
• Familiarity with CRM systems and practices.
• Strong knowledge of Microsoft Outlook Applications.
• Strong work ethic and attention to detail.
• Positive outlook with the ability to promote teamwork and good working relationships.  

PREFERRED QUALIFICATIONS:

• Bachelor's Degree in a business or other discipline preferred, or equivalent customer service experience required.
• Salesforce or Netsuite CRM system knowledge.