Filamatic, a division of National Instrument LLC, is a 65-year-old leading manufacturer of packaging machinery for pharmaceutical, cosmetic, biotech, and chemical specialty industries located in Baltimore, Maryland. Our success is attributed to exceeding our customers’ expectations by providing products and services which offer a superior value proposition, striving to create a great working environment for our employees and driving continuous process improvement initiatives.

Position Summary

The Customer Service Representative/Sales Specialist works under general instruction to provide excellent customer service to customers, both before and after they purchase and use our products and services. Customer service role is B2B and essential to providing a professional, knowledgeable experience for our customers. Customer service role acts as a liaison between customers, sales reps and internal Filamatic personnel for customer related issues to increase the company’s credibility, growth and profits. Must be comfortable working with purchase orders, invoices, technical drawings, databases, researching product information, and in seeking out information.

Responsibilities

• Process spare part quotes by obtaining price and lead time from the computer system, verify and update the price and then provide quote to the customer to secure an order, provide quality customer service and avoid lost revenue or credibility. Follow-up on open spare parts quotes. Process received spare part orders by entering parts ordered based on customer supplied part numbers, quotes or recommended spare parts list to ensure the correct orders are received, entered and shipped timely.
• Identify part numbers by searching the machine files, order history, schematics and other resources available before sending Tech Service for assistance to ensure customer is provided with the correct part number and incorrect orders are avoided.
• Process incoming emails from customers, coworkers and sales reps providing an appropriate response to each.
• Use expertise to create and maintain strong, healthy client relationships. Resolves routine and basic problems as well as complex requests & communicates solutions or requested information to the customer. Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction. Whenever possible, seeks mutually beneficially solutions.
• Create & maintain customer accounts. Update contact information in CRM.
• Process returns, repair and warranty orders via a Return Authorization (RA) process.
• Process small machine orders and special project orders based on details of the sales proposal. Releasing the order to the internal team for review to ensure customer’s delivery requirements are met timely.
• Process service contracts and trips.
• Process large and intermediate machine orders by entering the machine specs and terms of the proposal into ERP and other databases.
• Maintain knowledge of Company products and customer service processes.
• Full time (8:00 a.m. – 4:30 p.m.)
• Other duties as assigned.

Education and Experience

• High school diploma or equivalent required.
• Bachelor’s degree a plus but not required.
• Minimum five (5) years’ specialized experience including customer service required.

Required Knowledge, Skills, and Abilities

• Good interpersonal skills.
• Good oral and written communication skills.
• Detail-oriented and organized.
• Ability to read and understand technical documents.
• Good conflict resolution skills.
• Proficient in MS Office Suite.
• Ability to multi-task, set priorities, & follow-up on requests.

Travel Requirement

No Travel

Physical Requirements

• Job requires being stationary and communicating.
• Job requires operation of a phone, computer, copier and misc office supplies.

Environmental Conditions

• Moderate noise level

Filamatic provides reasonable accommodation for qualified individuals with disabilities to perform the essential functions of the job.

Core Values

The culture at Filamatic is built on our shared core values: ethical, team-oriented, continuous improvement, trust, golden rule standard (we treat others as we want to be treated ourselves), excellence, customer-centric and a healthy and safe work environment. If you are interested in making an impact with a growing company and want to share ideas and help build a world class organization this is the company to join.

Why Work for Filamatic

• Highly engaged workforce committed to solving customer problems.
• A company that values their employees.
• A company that promotes a culture of support, open communication, and teamwork.
• Experienced handling and metering most liquids used in the diagnostic, biotech, and cosmetic industries.
• A respected and well recognized name for manufacturing durable machinery that is made in the U.S.A.
• Leadership that is committed to the development of the employees.
• Leadership that is passionate about continuous improvement and growth.
• Employees that possess expert knowledge in their fields.
• A company that believes strongly in supporting the community through local charities.

Benefits

• Health, Dental, Vision, Life Insurance, and 401K
• 10 paid holidays per year
• Tuition reimbursement
• Work life balance
• Coaching and mentorship
• Health Savings Account
• Employee Assistance Program
• Recognition program
• Career development training
• Employee referral bonus

Equal Opportunity Employer

National Instrument dba Filamatic is an equal opportunity employer. National Instrument dba Filamatic does not discriminate in employment with regard to actual or perceived race, color, creed, religion, national origin, citizenship status, ancestry, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.