Customer Service & Sales Support Specialist

Metfab Engineering•Stratham, NH

About The Position

M. Braun, Inc. is seeking a part-time Customer Service & Sales Support Specialist to lead customer service operations and help ensure a high level of customer satisfaction through responsive support, proactive communication, customer feedback management, and continuous improvement. The role also coordinates trade shows and exhibitions for the sales department to support business development and customer engagement. The position manages customer inquiries and escalations, develops customer relationships throughout the project and product lifecycle, and tracks customer satisfaction measures. It creates and manages surveys, analyzes feedback, follows up on responses and corrective actions, and prepares reports and recommendations for management. The role also develops customer service policies and procedures, monitors service levels, coordinates exhibition logistics and budgets, processes department-related nonconformances when required, and supports service activities as needed.

Requirements

Proficiency with MS Office, including Word, Excel, and Outlook.
Knowledge of Adobe Acrobat.
Ability to follow all safety and personnel rules and regulations.
Compliance with ISO 9001 standards and procedures.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills and ability to maintain accurate records.
Ability to multitask and respond well to shifting priorities.
Excellent customer service skills.
High school diploma.

Nice To Haves

Knowledge of the Navision ERP system.

Responsibilities

Manage day-to-day customer service activities and serve as the primary contact for customer inquiries, concerns, and escalations.
Develop and maintain strong customer relationships throughout the project and product lifecycle.
Track, measure, and report customer satisfaction metrics and trends.
Create, distribute, and manage customer satisfaction surveys after project completion, service events, equipment installations, and other key customer touchpoints.
Analyze survey results and customer feedback to identify opportunities for improvement.
Follow up with customers regarding survey responses and corrective actions when required.
Prepare periodic customer satisfaction reports and present findings and recommendations to management.
Develop and implement customer service policies, procedures, and best practices.
Monitor response times and service levels to ensure customer expectations are consistently met.
Manage exhibition schedules, registrations, booth logistics, shipping arrangements, vendor coordination, and marketing material preparation.
Track trade show expenses, budgets, leads generated, and event performance metrics.
Process department-related nonconformances when required.
Support Service Support activities when necessary.
Perform other duties as assigned to support organizational objectives.