What are the responsibilities and job description for the Customer Service Representative position at Milestone Inc.?
milesCARE Customer Service: Shelton, CT
About Milestone:
Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.
Who we are looking for:
We have an excellent full-time opportunity for an in-house Client Service Representative to help process orders, ensure customer satisfaction, and maintain excellent records. The ideal candidate would be detail oriented, able to multitask, and always maintain a positive solution driving attitude towards customers. This person must have at least 2 years of experience in a related industry, along with good written and oral communication skills, and be willing and eager to learn.
What you can expect in the milesCARE Customer Service role at Milestone:
Support all 3 areas of our milesCARE (Service, Consumables, and Accessories) program.
Service Contracts: 10-15 Hours a week estimate
- Work closely with milesCARE Service Contract Manager to drive monthly target of renewals
- Responsible for monthly quoting for both expiring warranties and contracts
- Follow up with clients via email and phone calls, requote as needed
- Keep accurate, up to date, and detailed records
Consumables: 15-20 Hours a week estimate
- Communicate and follow up effectively with customers throughout the purchase process
- Requests that come via phone calls, emails, and referrals
- Responsible for processing all orders and tracking the customer opportunities
- Coordinating with the internal operations team for shipping and tracking of items to customers
- Reporting to the milesCARE manager about the consumables funnel through the consumables FRED
Accessories: up to 5 Hours a week estimate
- Assisting the milesCARE manager with the mechanical quoting, shipping and tracking needed for accessories
Additional Responsibilities: up to 5 Hours a week estimate
- Answer Main Office phone lines, take client orders, or direct them to the right point of contact depending on their needs
- Troubleshooting part inquiry issues
- Keeping customer records up to date in Fishbowl and Salesforce
- Weekly and Quarterly reporting
- Assisting with returns as needed
Basic skills we prefer you to have:
- Bachelor’s Degree or related work experience (2 to 5 years Customer Service in a related industry)
- Commitment to excellent customer service
- Experience with CRM and Inventory Software (Salesforce and Fishbowl preferred)
- Ability to prioritize and manage multiple responsibilities in a fast-paced environment
- Strong attention to detail, record keeping, and organizational skills
- Organized with a strong ability to multi-task
- Excellent written and verbal communications skills
Benefits Milestone will offer you:
- Comprehensive benefit package (medical, dental, vision)
- We will cover 70% of your medical premium and 60% of any spouse/dependents
- We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
- You can contribute to the 401k after 90 days of service
- We will contribute 3% of your base salary after 1 year of service
- We will support ongoing training and development of your skills
