Customer Service Representative
Shimadzu Scientific Instruments, Columbia, Maryland, United States, 21046
Overview
Who are we?
Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems. We pursue groundbreaking scientific research, manufacturing ideas and results that propel our reputation for “Excellence in Science.” We invite you to join a diverse team of professionals working with researchers, scientists and manufacturers to help better lives worldwide. Location:
Columbia, MD Salary:
$50,000 to $55,500 per year Hours:
10:00 AM – 6:30 PM EST
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 and develop professionally
Compensation & Additional Compensation
Position includes the stated salary. For Service, Technical Support, Marketing & Sales Roles: additional compensation may be available through an Incentive and/or Commission Plan.
For employees residing in Connecticut, Massachusetts, New Jersey and California: additional compensation 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 provides 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 via 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 offer structured career paths that recognize and reward talent. If your expertise surpasses the listed position level, we provide flexibility to upgrade positions with salary adjustment.
Compensation & Benefits 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 details 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. 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 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. For more details on benefits, please visit www.ssi.shimadzu.com/jobs.
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 Shimadzu employee without a valid written search agreement will be deemed the property of Shimadzu. No fee will be paid if the candidate is hired.
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.
Qualifications
Required:
Customer Service – Expert; Phone Support – Expert
Preferred:
Sales – Some Knowledge; Computer – Great Plains: Some Knowledge; Computer – MS Office: Expert
Behaviours
Enthusiastic:
Shows intense and eager enjoyment and interest
Innovative:
Consistently introduces new ideas
Team Player:
Works well as a member of a group
Detail Oriented:
Carries out tasks with necessary details
Education
Required:
High School or better
Preferred:
Bachelors or better
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr
Who are we?
Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems. We pursue groundbreaking scientific research, manufacturing ideas and results that propel our reputation for “Excellence in Science.” We invite you to join a diverse team of professionals working with researchers, scientists and manufacturers to help better lives worldwide. Location:
Columbia, MD Salary:
$50,000 to $55,500 per year Hours:
10:00 AM – 6:30 PM EST
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 and develop professionally
Compensation & Additional Compensation
Position includes the stated salary. For Service, Technical Support, Marketing & Sales Roles: additional compensation may be available through an Incentive and/or Commission Plan.
For employees residing in Connecticut, Massachusetts, New Jersey and California: additional compensation 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 provides 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 via 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 offer structured career paths that recognize and reward talent. If your expertise surpasses the listed position level, we provide flexibility to upgrade positions with salary adjustment.
Compensation & Benefits 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 details 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. 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 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. For more details on benefits, please visit www.ssi.shimadzu.com/jobs.
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 Shimadzu employee without a valid written search agreement will be deemed the property of Shimadzu. No fee will be paid if the candidate is hired.
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.
Qualifications
Required:
Customer Service – Expert; Phone Support – Expert
Preferred:
Sales – Some Knowledge; Computer – Great Plains: Some Knowledge; Computer – MS Office: Expert
Behaviours
Enthusiastic:
Shows intense and eager enjoyment and interest
Innovative:
Consistently introduces new ideas
Team Player:
Works well as a member of a group
Detail Oriented:
Carries out tasks with necessary details
Education
Required:
High School or better
Preferred:
Bachelors or better
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr