It's an exciting time at Metrohm USA!

We are the North American division of world-renown Metrohm AG (Herisau, Switzerland), an industry leader in laboratory instruments and accessories for analytical testing/research. We are looking for an experienced Customer Support Specialist to join our team in the Riverview, FL location.

This is a hybrid position. You will work in the office approximately 50% of the time. The initial training schedule is Monday - Friday 8:00am - 5:00pm. The regular schedule may have an end time of up to 6:00pm, Monday - Friday.

Do you have a passion for delivering an excellent customer experience? It's your chance to be an integral part of dynamic team and make an immediate impact in a B2B environment. This is not a call center position.

The Customer Support Specialist will respond to and processes requests from internal and external customers via phone, chat and email.This is a fast paced, challenging role for the right individual.

Respond to inquiries and order requests in a timely manner via case management system, telephone, and chat. Primary duties includeorder processing, pricing, availability, account set up, shipping, follow and escalations. Much of your day will be spent in a back-office environment, working with new or existing customers.

• Assist sales reps and customers with the pre-sales process and documentation
• Timely monitor and update open orders with proper coordination with purchasing, warehouse, finance, sales and product managers for possible opportunities for delivery
• Coordinate, evaluateand process the return of defective product
• Meet productivity standards while maintaining the highest level of customer satisfaction
• Requires regular in-person attendance
• Requires the ability to occasionally modify work hours, work overtime and some weekends
• Attend meetings, training sessions, etc. as requested
• Ensure proper coverage of phone lines
• Work with customer support leadership team to ensure proper customer service is being delivered

Ideal Experience and Education:
Associate's degree preferred. High school diploma or GED; and minimum of two (2) years of experience in a similar role supporting the business and staff in a B2B customer support environment.

The ideal candidate will possess the following skills:

• Focus on providing a customer experience that is above and beyond
• Proactive approach to critical functions such as time management and decision making
• Effective verbal and written communication skills, proficiency in English
• Computer proficiency and technical aptitude including knowledge of Microsoft products, Excel intermediate skills desired
• Experience with Zendesk or other ticketing system preferred
• Experience with Microsoft Dynamics preferred
• Ability to establish and maintain effective and constructive working relationships with others, both internal and external to the organization
• Ability to interact and communicate with individuals at all levels of the organization