CUSTOMER & TECHNICAL SUPPORT SPECIALIST

Description:



Replacement request.



$27/hr

M-F- shift can vary

Remote position

1 temp-to-perm

1 covering a maternity leave



SUMMARY

Act as Client Service Coordinator for daily business activities and coordination of efforts between

all departments and assigned customer accounts to ensure timely, accurate and comprehensive

responses to client requests. May work with Quality, Recruitment, Scientific Operations, Business

Development and Business Finance teams, as required, to ensure that high-quality customer service

is provided. Adheres to Client Services processes, policies and procedures.

Essential Responsibilities

Prepares and manages customer quotes as requested by Business Development Executives.

Creates and submits orders through SAP (ERP) & internal MBS ordering system.

Coordinate the entire sales process leveraging Sales Force Service Cloud.

Coordinate with Operations teams to ensure the product is available to complete order.

Follows up on orders and serves as a liaison between the Sales and Operations teams.

Participate in and contribute actively to Client Services team call and cross functional

meetings as needed.

Manage master data tickets, order acknowledgements, and purchase orders for assigned

accounts.

Track and follow up with customers on purchase orders with open balances.

Triage customer & US distributor calls and create a Service Cloud case to assign to the

appropriate person for quickest response.

Triage and handle customer requests or issues for an assigned region. Assist colleagues in

other regions as needed.

Run donor and inventory reports to help identify products or donors for a specific customer

request.

Demonstrate excellent communication relationship-building skills by making good opening

statements, connecting with the customer, asking open and high Product questions to

determine needs, and provide solutions for customer concerns/questions.

Make outbound communications to customer organizations at all levels and functional

areas where purchasing decisions are made as needed for sales support activities.