Customer Technical Support Representative

We are seeking a scientific-minded professional for an in-house Technical Customer Support role. This role will report to the department manager and join an experienced Customer Support team engaging customers in the specialty chemical industry. The primary focus of this dynamic role will be providing best-in-class customer support, order facilitation and high-level tracking and communication with all internal and external stake holder to process orders and expand business opportunities. The Technical Service Representative will be the primary point of contact for divisional sales, responding to technical inquiries, tracking and communicating order status, building client rapport and engaging in meaningful conversations to expand and identify new business opportunities. Key responsibilities will be communication with new and existing accounts to understand and interpret technical requirements, provide technical information and quotations to promote sales.

Additional responsibilities will include:

• Research industry trends, competitors’ capabilities, identify gaps in products/service offerings and advantages for sales opportunities
• Educate clients and prospects on products and explain technical features.
• Expand and maintain database of prospects and existing customers.
• Maintain current knowledge of account activity and actively promote products to expand accounts.
• Communicate via telephone, email to customer inquiries, follow-up to ensure customer satisfaction and to complete sale.
• Research and develop leads, identify key players, build rapport and educate customers on company’s technical products.
• Through the sales process develop an understanding of customers’ needs and work to identify new business opportunities
• Refer accounts to sales team to advance sales opportunities.
• Communicate efficiently with internal and external customers. Collaborate with internal departments (Sales, Production, Customer Service, Regulatory Affairs, Purchasing, Accounting...) to meet customer needs, maintain communication with production teams to understand lead times and address customer expectations or delays.
• Utilize internal systems for documenting orders, product information, pricing, samples, technical documentation, delivery dates, and delays.
• Maintain current knowledge of products, study new product details and participate in educational opportunities.
• Address and document customer complaints/returns, provide appropriate solutions and/or alternatives. Triage problems and escalate, as necessary. Initiate credits with the Accounting team, when necessary.

Requirements

• Some college level biology, chemistry or life scientific specialty with an out-going personality and customer support/account management experience.
• Excellent communication and listening skills. Ability to clearly articulate technical details verbally and in writing.
• Excellent listening skills and drive to understand business (company and customer) and distill the key details to understand needs and solve problems
• Friendly, courteous demeanor in interactions with internal staff and global customers at a variety of technical levels
• Prompt, pleasant, professional communication to ensure that Customers feel valued

Critical thinking and eagerness to -

• Provide the best customer experience
• Learn industry, products and understand clients’ needs
• Dig deeper to identify business opportunities or solve problems
• Learn and company procedures, and policies

Time management –

• Strong ability to set targets and achieve goals
• Success multi-tasking, prioritizing and organizing time efficiently

Detail-oriented –

• Complete data entry accurately and fully
• Proficiency in data entry and proofreading.

Data systems –

• Microsoft Office Suite and Adobe competency required
• Computer savvy – ability to master internal systems, corporate productivity and web presentation tools.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person