Customer Service Representative (Front Desk Support)

Shimadzu Careers•Columbia, MD

9d•$50,000 - $55,500•Onsite

About The Position

Shimadzu Scientific Instruments is seeking a Customer Service Representative – Front Desk Support to serve as the first point of contact for visitors and callers at our corporate headquarters in Columbia, MD. This role ensures professional and efficient customer support during 8:30 AM - 5:00 PM EST. You will handle customer inquiries, process orders and assist with administrative support for our sales and service teams.

Requirements

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.
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.

Nice To Haves

Familiarity with analytical instrumentation or laboratory equipment is a plus.

Responsibilities

Greet visitors in a professional and friendly manner, directing them to appropriate contacts.
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 and DFS 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.

Benefits

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
10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays
generous short-term disability program, with premiums fully covered by the company
Eligible benefits include a 401K matching program and discretionary yearly contributions
discretionary year-end bonus based on overall company performance