What are the responsibilities and job description for the Customer Support Representative, I position at Evident Scientific?
Working Location: MASSACHUSETTS, WALTHAM; TEXAS, WEBSTER
Are you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day.
Let’s inspire healthier lives, together.
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:
REQUIRED QUALIFICATIONS
It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.
EVIDENT is passionate about the solutions it creates for the life sciences and industrial equipment industries. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Today, EVIDENT’s solutions range from industrial microscopes and videoscopes to nondestructive testing technology and x-ray analyzers. These products are widely used for quality control, inspection, and measurement applications. Serving customers in fields such as manufacturing, maintenance, and environment and natural resources, EVIDENT’s technology contributes to the quality of products and adds to the safety of industrial infrastructure and facilities. For more information, Click Here .
It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || Massachusetts (US-MA) || Waltham ||
Are you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day.
Let’s inspire healthier lives, together.
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.
- 3 –5 years in a business environment. Previous customer service experience preferred.
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.
- Bachelor's Degree in a business or other discipline preferred, or equivalent customer service experience required.
- Salesforce or Netsuite CRM system knowledge.
It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.
EVIDENT is passionate about the solutions it creates for the life sciences and industrial equipment industries. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Today, EVIDENT’s solutions range from industrial microscopes and videoscopes to nondestructive testing technology and x-ray analyzers. These products are widely used for quality control, inspection, and measurement applications. Serving customers in fields such as manufacturing, maintenance, and environment and natural resources, EVIDENT’s technology contributes to the quality of products and adds to the safety of industrial infrastructure and facilities. For more information, Click Here .
It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || Massachusetts (US-MA) || Waltham ||
