Customer Service Representative

Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas and results continue to propel Shimazu's outstanding reputation and "Excellence in Science." People dedicated to our mission have the largest impact on Shimadzu's continued growth and success. Would YOU like to join a diverse team of professionals working together with researchers, scientists and manufacturers to help better lives worldwide?

• Our Culture - A work environment that values diversity, inclusion & belonging
• Competitive Compensation - Day 1 Benefits & Competitive Salary
• Retirement Benefits - Matching 401K & Profit-Sharing Program
• Professional Growth - Clear pathways for Career, Leadership and Personal Development
• Health Benefits - Flexible Spending/Health Savings Accounts
• Work-Life Balance - Generous & Front-Loaded Paid Time Off Plan
• Education - Tuition Assistance Program for both graduate and undergraduate levels
• Insurance Perks - Pet Insurance, optional Identity theft, legal pre-paid and critical care buy-up insurance benefits, generous company paid life insurance & short-term disability programs
• Work Flexibility - Business casual Dress Attire & casual (jeans) Friday!
• Employee Engagement - Employee Resource Groups to network, build a sense of community and enhance one's career and personal development

ADDITIONAL COMPENSATION:

• For Service, Technical Support, Marketing & Sales Roles: Additional compensation is available through either an Incentive and/or Commission Plan.
• For Employees who reside in Connecticut, Massachusetts, New Jersey and California: Additional compensation is offered through a Cost-of-Living Adjustment (COLA)

Shimadzu Scientific Instruments is seeking a Customer Service Representative to support our clients in the Mountain Time Zone. This role is essential in providing professional and efficient customer support during 9:00 AM - 5:30 PM from our corporate headquarters in Columbia, MD. You will be responsible for handling customer inquiries, processing orders and assisting with administrative tasks to support our sales and service teams. If you have strong communication skills and enjoy working in a customer-focused environment, we encourage you to apply!

JOB FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO:

• Provide assistance to customers through inbound phone calls and chats via the auto call distribution (ACD) system.
• Handle incoming customer communication via phone, email, and written correspondence.
• Process orders through the CRM system and Great Plains (GP), ensuring accuracy and order confirmation.
• Generate and administer Great Plains call documentation.
• Assist with CRM quotations and backup support.
• Provide pricing, product availability and lead time information.
• Address order holds and collaborate with Accounting, Clinical, Compliance, and other departments.
• Maintain and update customer account information.
• Demonstrate problem-solving skills, including decision-making, time management, and prioritization of tasks.
• Exhibit active listening, superior customer service and strong telephone etiquette.
• Resolve customer issues, including conflict resolution negotiation, and de-escalation.
• Initiate outbound calls for issue resolution and follow-ups.
• Provide backup support to the customer service team when needed.
• Respond to internal and customer emails in a timely manner.

EDUCATION AND QUALIFICATIONS:

• At least 1 year of experience in a customer support environment, preferably within a sales or operations setting.
• High school diploma required; Bachelor's degree preferred.
• Ability to work independently and as part of a team to meet customer service objectives.
• Familiarity with analytical instrumentation or laboratory equipment is a plus.
• Strong written and verbal communication skills with the ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Dynamics GP or similar ERP systems is highly desirable.

At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications accompanied by a salary adjustment.

This non-exempt, full-time position offers a starting salary range of $50,000 to $55,000 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage.

In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays. After one year, you'll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12.

As a non-exempt role, you will also be eligible for overtime and double time pay according to employee handbook guidelines. Additional variable compensation may include a discretionary year-end bonus based on overall company performance.

For more details on benefits, please visit www.ssi.shimadzu.com/jobs.

Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid in the event the candidate is hired by Shimadzu as a result of the referral or through other means.

EEO Statement:

Shimadzu Scientific Instruments (SSI) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please click here.