Customer Support Representative II

Onestopndt; Waltham, Webster (MA, TX); Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

401(k) program

annual bonus program

medical benefits

tuition reimbursement

flexible schedules

on-site services

Job summary

Evident Scientific Inc. is seeking a Customer Support Representative to maintain strong customer relationships and coordinate with internal departments to ensure accurate orders and timely delivery.

The role will involve order processing, RMAs, and cross-functional collaboration in a fast-paced life sciences environment. Based in Waltham, MA or Webster, TX with remote work options after training, you’ll help customers throughout the order lifecycle while contributing to process improvements and

Qualifications

• High school diploma or GED required.
• Minimum 2 years in a business environment with customer service experience.
• Superior Customer Service Skills and phone skills.
• Ability to Multitask and prioritize tasks.
• Strong knowledge of Microsoft Outlook Applications.
• Strong attention to detail.

Responsibilities

• Assist customers with requests for Evident products.
• Provide professional phone support to customers and outside Sales Representatives.
• Process transactions including Sales Orders with high accuracy.
• Create RMAs with guidance on disposition.
• Coordinate with Order Fulfilment, Planning, Manufacturing, Finance and Shipping to ensure timely delivery.
• Work on process improvements to enhance service and efficiency.
• Provide back-up for receptionist as needed.
• Maintain customer database and update records.
• Verify order accuracy and complete contact review for orders.
• Support 5S and continuous improvement goals.

Skills

Customer service

Phone support

Multitasking

MS Outlook

Attention to detail

Data entry

Education

HS diploma or GED

Bachelor's degree preferred

Tools

CRM systems

Databases

Job description

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.

Job Description

The Customer Support Representative maintains excellent customer service relationships with our Customers, Salesforce and internal departments. The role is responsible to act as the voice of the customers to determine how Evident Scientific Inc. can best satisfy their equipment needs.

This Full Time position may be based from our Waltham, MA or Webster, TX office with opportunity to work remotely most of the time after completing the initial training period. There will be days that this person is required to work in the office. Hours are Monday-Friday with shift available starting between 7:00 a.m. to 10:00 a.m.

Job Duties

• Work with all levels of customers to assist them with their request for Evident products.
• Provide professional phone support to our customers and outside Sales Representatives.
• Process transactions including Sales Orders and with a very high accuracy rate.
• Create RMAs with assistance on how to determine disposition.
• Work with internal departments such as Order Fulfilment, Planning, Manufacturing, Finance and Shipping to ensure timely delivery for customer orders and information related to their requests.
• Work on process improvements to provide better service to our customers and streamline our workflow.
• Work on special projects as necessary.
• May provide Back-up for Receptionist.
• Maintain Customer Database, including processing leads and updating customer records.
• Verify accuracy for all orders to ensure proper contact review has been performed and all information entered is correct.
• Show an understanding of the complete order process.
• Help the department meet continuous improvement goals through 5S.

Job Requirements

REQUIRED QUALIFICATIONS:

• High school diploma or GED equivalent required.
• Minimum 2 years in a business environment with previous customer service experience.
• Superior Customer Service Skills and phone skills.
• Ability to Multitask and prioritize tasks.
• Strong knowledge of Microsoft Outlook Applications.
• Strong attention to detail.

Preferred Qualifications

• Bachelor's Degree in a business or other discipline preferred, or equivalent customer service experience required.
• Computer knowledge with databases.
• Superior Data entry and accuracy skills.
• Positive outlook with the ability to promote teamwork and good working relationships.

We realize work isn’t just a job to you.

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.