Customer Service Specialist

Hatfield, PA

COMPANY SUMMARY

Inverness Graham, a Philadelphia based buyout firm that acquires innovative companies where technology is transforming traditional industry, has created a new Life Sciences and Diagnostics platform with the acquisitions of Electron Microscopy Sciences (EMS) and Azer Scientific.

Founded in 1969, EMS is the most comprehensive source for all microscopy and general laboratory research fields. Azer Scientific was founded in 2003 and has grown into a leading healthcare supplier serving histology laboratories.

The two brands share a common mission to partner with customers to drive service innovation within the life sciences and diagnostic industries and, today, serve customers across 100 countries.

ESSENTIAL JOB FUNCTIONS

• Receive, accurately enter, and manage inbound sales orders.
• Communicate product availability, ship date, and other components to customers.
• Handle customer complaints, provide appropriate solutions and alternatives within time limits : follow up to ensure resolution.
• Respond to customer inquiries via written or verbal format such as shipping status, price, availability, product certification, SDS, and / or basic technical information.
• Proactively resolve customer problems and complaints in a timely manner.
• Monitor customer backorders, reporting as necessary.
• Research and initiate customer return authorization requests, resolve unauthorized returns.
• Prepare all international customer documentation necessary for shipping, customs, clearances and compliance.
• Support sales account managers by providing pricing, quotes, shipping status and product information.
• Follow communication procedures, guidelines and policies.
• Meet established department KPI / metrics.
• Hours are 9 : 30am to 6 : 30 PM EST with eligibility for OT Monday through Friday.

MINIMUM REQUIREMENTS

• 2 years of experience in a customer service setting.
• Must be a strong communicator, in both written and verbal formats.
• Must be detail oriented with excellent follow-up skills.
• Must be highly organized, able to multitask and prioritize.
• Able to work in a team and independently.
• MS office proficiency.
• Problem solving skills.

PREFERRED REQUIREMENTS

• Manufacturing or distribution environment preferred.
• ERP experience preferred.
• International customer service experience is preferred.

Electron Microscopy Sciences / Azer Scientific provides equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation.

Last updated : 2024-04-23