Shimadzu Scientific Instruments, Inc.
Customer Service Representative
Shimadzu Scientific Instruments, Inc., Columbia, Maryland, United States, 21046
Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas and results continue to propel Shimazu’s outstanding reputation and “Excellence in Science.” People dedicated to our mission have the largest impact on Shimadzu’s continued growth and success. Would YOU like to join a diverse team of professionals working together with researchers, scientists and manufacturers to help better lives worldwide?
What can Shimadzu offer YOU?
Our Culture –
A work environment that values diversity, inclusion & belonging
Competitive Compensation –
Day 1 Benefits & Competitive Salary
Retirement Benefits –
Matching 401K & Profit-Sharing Program
Professional Growth –
Clear pathways for Career, Leadership and Personal Development
Health Benefits –
Flexible Spending/Health Savings Accounts
Work-Life Balance –
Generous & Front-Loaded Paid Time Off Plan
Education –
Tuition Assistance Program for both graduate and undergraduate levels
Insurance Perks –
Pet Insurance, optional Identity theft, legal pre-paid and critical care buy-up insurance benefits, generous company paid life insurance & short-term disability programs
Work Flexibility –
Business casual Dress Attire & casual (jeans) Friday!
Employee Engagement –
Employee Resource Groups to network, build a sense of community and enhance one’s career and personal development
Additional Compensation
For Service, Technical Support, Marketing & Sales Roles:
Additional compensation is available through either an Incentive and/or Commission Plan.
For Employees who reside in Connecticut, Massachusetts, New Jersey and California:
Additional compensation is offered through a Cost-of-Living Adjustment (COLA)
Position Summary Shimadzu Scientific Instruments is seeking a
Customer Service Representative
to serve as the first point of contact for visitors and callers at our corporate headquarters in Columbia, MD. This role ensures professional and efficient customer support during 10:00 AM - 6:30 PM EST. You will handle customer inquiries, process orders and assist with administrative support for our sales and service teams.
Job Functions
Provide assistance to customers through inbound phone calls and chats the auto call distribution (ACD) system.
Handle incoming customer communication via phone, email, and written correspondence.
Process orders through the CRM and DFS system, and Great Plains (GP), ensuring accuracy and order confirmation.
Generate and administer Great Plains call documentation.
Assist with CRM quotations and backup support.
Provide pricing, product availability and lead time information.
Address order holds and collaborate with Accounting, Clinical, Compliance, and other departments.
Maintain and update customer account information.
Demonstrate problem-solving skills, including decision-making, time management, and prioritization of tasks.
Exhibit active listening, superior customer service and strong telephone etiquette.
Resolve customer issues, including conflict resolution negotiation, and de-escalation.
Initiate outbound calls for issue resolution and follow-ups.
Provide backup support to the customer service team when needed.
Respond to internal and customer emails in a timely manner.
Education and Qualifications
At least 1 year of experience in a customer support environment, preferably within a sales or operations setting.
High school diploma required; Bachelor’s degree preferred.
Ability to work independently and as part of a team to meet customer service objectives.
Familiarity with analytical instrumentation or laboratory equipment is a plus.
Strong written and verbal communication skills with the ability to multitask in a fast-paced environment.
Proficiency in Microsoft Dynamics GP or similar ERP systems is highly desirable.
At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications accompanied by a salary adjustment.
This non-exempt, full-time position offers a starting salary range of $50,000 to $55,500 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage.
In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays. After one year, you’ll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12.
As a non-exempt role, you will also be eligible for overtime and double time pay according to employee handbook guidelines. Additional variable compensation may include a discretionary year-end bonus based on overall company performance.
Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid in the event the candidate is hired by Shimadzu as a result of the referral or through other means.
EEO Statement:
Shimadzu Scientific Instruments (SSI) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please
click here .
Skills
Customer Service – Expert
Phone Support – Expert
Preferred – Some Knowledge
Computer – Great Plains – Some Knowledge
Computer – MS Office – Expert
Behaviors
Enthusiastic – Shows intense and eager enjoyment and interest
Innovative – Consistently introduces new ideas and demonstrates original thinking
Team Player – Works well as a member of a group
Detail Oriented – Capable of carrying out a given task with all details necessary to get the task done well
Education
Required – High School or better.
Preferred – Bachelors or better.
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What can Shimadzu offer YOU?
Our Culture –
A work environment that values diversity, inclusion & belonging
Competitive Compensation –
Day 1 Benefits & Competitive Salary
Retirement Benefits –
Matching 401K & Profit-Sharing Program
Professional Growth –
Clear pathways for Career, Leadership and Personal Development
Health Benefits –
Flexible Spending/Health Savings Accounts
Work-Life Balance –
Generous & Front-Loaded Paid Time Off Plan
Education –
Tuition Assistance Program for both graduate and undergraduate levels
Insurance Perks –
Pet Insurance, optional Identity theft, legal pre-paid and critical care buy-up insurance benefits, generous company paid life insurance & short-term disability programs
Work Flexibility –
Business casual Dress Attire & casual (jeans) Friday!
Employee Engagement –
Employee Resource Groups to network, build a sense of community and enhance one’s career and personal development
Additional Compensation
For Service, Technical Support, Marketing & Sales Roles:
Additional compensation is available through either an Incentive and/or Commission Plan.
For Employees who reside in Connecticut, Massachusetts, New Jersey and California:
Additional compensation is offered through a Cost-of-Living Adjustment (COLA)
Position Summary Shimadzu Scientific Instruments is seeking a
Customer Service Representative
to serve as the first point of contact for visitors and callers at our corporate headquarters in Columbia, MD. This role ensures professional and efficient customer support during 10:00 AM - 6:30 PM EST. You will handle customer inquiries, process orders and assist with administrative support for our sales and service teams.
Job Functions
Provide assistance to customers through inbound phone calls and chats the auto call distribution (ACD) system.
Handle incoming customer communication via phone, email, and written correspondence.
Process orders through the CRM and DFS system, and Great Plains (GP), ensuring accuracy and order confirmation.
Generate and administer Great Plains call documentation.
Assist with CRM quotations and backup support.
Provide pricing, product availability and lead time information.
Address order holds and collaborate with Accounting, Clinical, Compliance, and other departments.
Maintain and update customer account information.
Demonstrate problem-solving skills, including decision-making, time management, and prioritization of tasks.
Exhibit active listening, superior customer service and strong telephone etiquette.
Resolve customer issues, including conflict resolution negotiation, and de-escalation.
Initiate outbound calls for issue resolution and follow-ups.
Provide backup support to the customer service team when needed.
Respond to internal and customer emails in a timely manner.
Education and Qualifications
At least 1 year of experience in a customer support environment, preferably within a sales or operations setting.
High school diploma required; Bachelor’s degree preferred.
Ability to work independently and as part of a team to meet customer service objectives.
Familiarity with analytical instrumentation or laboratory equipment is a plus.
Strong written and verbal communication skills with the ability to multitask in a fast-paced environment.
Proficiency in Microsoft Dynamics GP or similar ERP systems is highly desirable.
At Shimadzu Scientific Instruments, we believe in providing structured career paths that recognize and reward talent. If your expertise surpasses the level specified in the listed position, we offer the flexibility to upgrade positions to better suit your qualifications accompanied by a salary adjustment.
This non-exempt, full-time position offers a starting salary range of $50,000 to $55,500 annually, paid semi-monthly. Eligible benefits include a 401K matching program and discretionary yearly contributions, with detailed information provided at the final interview stage.
In your first year, you will receive 10 paid vacation days, 8 paid personal days, 8 scheduled holidays, and 3 floating holidays. After one year, you’ll have access to a generous short-term disability program, with premiums fully covered by the company. Employees are insured at 100% of their salary for the first 6 weeks and 66 2/3% for weeks 7 to 12.
As a non-exempt role, you will also be eligible for overtime and double time pay according to employee handbook guidelines. Additional variable compensation may include a discretionary year-end bonus based on overall company performance.
Shimadzu is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Shimadzu via email, the Internet or in any form and/or method without a valid written search agreement in place for this position (and agency was requested to work the requisition) will be deemed the sole property of Shimadzu. No fee will be paid in the event the candidate is hired by Shimadzu as a result of the referral or through other means.
EEO Statement:
Shimadzu Scientific Instruments (SSI) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please
click here .
Skills
Customer Service – Expert
Phone Support – Expert
Preferred – Some Knowledge
Computer – Great Plains – Some Knowledge
Computer – MS Office – Expert
Behaviors
Enthusiastic – Shows intense and eager enjoyment and interest
Innovative – Consistently introduces new ideas and demonstrates original thinking
Team Player – Works well as a member of a group
Detail Oriented – Capable of carrying out a given task with all details necessary to get the task done well
Education
Required – High School or better.
Preferred – Bachelors or better.
#J-18808-Ljbffr