Service/Sales Support Assistant III

Waters Corporation•New Castle, DE

10d•Onsite

About The Position

TA Instruments is seeking a Service/Sales Support Assistant for the Service Department responsible for shared services such as triaging the Service Helpline mailbox, directing inquiries to the right group/department, entering Service Stock orders as needed, issuing Return Authorizations and Miscellaneous Shipping Orders. The position will also work with the Inside Service Sales group to process incoming Purchase Orders, clear any discrepancies with quote/PO, ensure accurate data mining and prepare analytics reports as needed.

Requirements

Knowledge normally acquired through completion of an Associate's degree from college or technical school; or equivalent combination of education and experience.
SAP and/or Salesforce experience, highly desirable.
Customer Service - Responds promptly to customer needs; Superior phone/email follow-up etiquette.
Quality - Demonstrates accuracy and thoroughness; Extremely conscious about attention to detail.
Teamwork - Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
Professionalism - Reacts well under pressure and high-volume workload situations. Treats others with respect and consideration regardless of their status or position.
Quantity - Completes work in timely manner; Strives to increase productivity.
Very Strong knowledge of Microsoft Suite of Products, primarily Excel.

Nice To Haves

SAP and/or Salesforce experience

Responsibilities

Coverage of the Service Hotline.
Assist and direct inquiries as needed to the correct area of Department. Inquiries can be for Contracts, Technical Support, Return Numbers, Repair Statuses, Quotes, etc.
Provide Return Authorization numbers (RA#) to customers and Service Reps for repairs and return of defective equipment/spares.
Share the process of Purchase Order verification for Contracts and On-Demand services.
Clear any discrepancies with Users/Buyers, as needed.
Verify Customer information, Terms and Tax Exemption status.
Work with Inside Service Sales group to assist with special tasks as needed. May include preparation of analytical reports with Excel.
Prepare Miscellaneous Shipping Orders (MSO) and International Commercial Invoices for shipment of Customer repairs and miscellaneous items to the field.
Maintain SAP Instrument Database by processing Field and Internal reported changes.
Perform Specialized Administrative duties within area of assignment, such as periodic Field/Revenue reports, quarterly installation backlog reports for SAB104 and Service inventory reconciliation.
Perform Service inventory transactions as needed.
Enter Stock Transport Orders (STO) for inventory transfers to Service personnel, when needed.
Required to work month ends to process financial services.