This job was posted by https://joblink.maine.gov : For more information, please see: https://joblink.maine.gov/jobs/1307124

Company Description

For nearly 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world\'s leading companies and research organizations.

Role Description

Customer Service Representative will act as liaison between company and customers, sales representatives, Baker product certifiers, engineering, manufacturing, traffic, credit, and the companys accounting staff to calculate and send quotes and sale orders, processes warranties, and fulfill customers various needs to ensure satisfaction.

DUTIES AND RESPONSIBILITIES

Fields incoming phone calls and online inquiries from end users,

service technicians, and sales professionals in a courteous and helpful manner

Supports a network of independent manufacturers sales

representatives and / or sales partners

Processes quotes and purchase orders

Log call data/info into CRM or ERP

Coordinate with engineering personnel to get the customers answers

as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs

Issues warranty calls

Ensures customer inquiries are resolved in a timely manner (e.g.,

warranty, non-warranty, troubleshooting service incidents)

Solid understanding of the features and benefits of all products

sold and serviced by the company

In-depth knowledge of all warranties

Ensures compliance with the companys quality assurance program and

customer satisfaction programs to ensure the equitable resolution of customer complaints

Ensures associate compliance with company time and attendance

policies, and adherence to productivity and service standards

Communicates with others in the company (vertically and

horizontally) to ensure compliance with service standards and company policies.

Make every effort to focus on doing-it-right to make sure the

customer is happy or satisfied with our units

Provide value to our customers by using Lean tools and concepts to

identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.

Perform other relevant duties as assigned by the supervisor and/or

manager

KEY PERFORMANCE METRICS

Call logs (In- bound/out-bound)

Data log

Territory management

Product knowledge

Order accuracy and validity

Completeness of orders

PHYSICAL REQUIREMENTS

Able to sit for extended periods of time

Able to work on computer

MINIMUM REQUIREMENTS

Excellent communication skills

Experience in international orders / shipments a PLUS

High energy level

Strong organizational skills

Proficient in Microsoft applications

Good analytical skills

Ability to multi-task

Able to work under pressure and meet deadlines

Works under little to no supervision.

Contracts administration/bids knowledge a plus.

Associates/Bachelors Degree in Business (preferred)

Equal Opportunity/Affirmative Action Employer

The Baker Company Inc.

Latest Jobs

Customer Service Representative