Customer Support Specialist

Client Success Specialist: Shelton, CT

About Milestone:

Milestone is an international company that specializes in innovative sample preparation solutions used in laboratories worldwide. With over 25 years of success, Milestone is built on a sustainable organic growth strategy that offers integrated solutions. These solutions enable our clients to achieve faster, safer, easier and more cost-effective processes for their operations. With over 50 patents and 25,000 systems globally, Milestone is a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role:

The Client Success Specialist serves as the primary point of contact for customer inquiries and support activities. This role is responsible for managing inbound customer communications, coordinating follow-up actions across internal teams, and ensuring a consistently positive customer experience. Success in this position requires strong communication skills, organization, responsiveness, and a commitment to customer service. While laboratory or scientific experience is helpful, the ideal candidate is a motivated professional with the aptitude to learn, a collaborative mindset, and a desire to help customers succeed.

Responsibilities:

Reactive Customer Support

• Manage and respond to customer needs with timely, accurate, and high-quality support.
• Own the day-to-day customer service and referral workflow, ensuring consistent follow-through and resolution.
• Convert inbound customer activity into actionable next steps, including coordination with Service, Sales, Product, and Operations teams.
• Serve as the primary point of contact for inbound customer inquiries received through phone calls, email, and other communication channels.

Customer Coordination & Follow-Up

• Track customer requests and ensure timely communication throughout the resolution process.
• Maintain accurate customer records and activity within Salesforce and other business systems.
• Escalate customer issues appropriately while maintaining ownership of communication and follow-up.
• Partner with internal teams to ensure customer needs are addressed efficiently and professionally.

Customer Experience

• Deliver a positive and professional customer experience at every interaction.
• Help customers navigate available milesCARE services, resources, and support programs.
• Identify opportunities to improve customer communication, responsiveness, and overall satisfaction.
• Gather customer feedback and share insights that support continuous improvement.

Collaboration & Continuous Improvement

• Work cross-functionally with Marketing, Product, and Service to ensure cohesive messaging, shared goals, and an excellent customer experience.
• Continuously assess and refine internal processes to improve efficiency, performance, and customer satisfaction.
• Stay current on industry trends, competitive offerings, and emerging customer needs through ongoing development.

Requirements:

• Customer-focused mindset with a demonstrated ability to build positive relationships.
• 1–3 years of professional work experience.
• Proficiency with Microsoft Office applications and ability to learn new technology platforms.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Team-oriented attitude with a willingness to learn and grow.
• Strong verbal and written communication skills.
• Excellent organizational and follow-up skills.

Preferred

• Experience in customer service, client support, inside sales support, account coordination, or other customer-facing roles.
• Experience with Salesforce or CRM systems.
• Exposure to laboratory, scientific, technical, or manufacturing environments.
• Bachelor's degree preferred.

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 salary after 1 year of service
• We will support ongoing training and development of your skills