Customer Service Representative; Front Desk Support

Customer Service Representative (Front Desk Support)

Location:

Columbia, MD

Salary: $50,000 to $55,500 per year

Hours:

8:30 AM დონ 5:00 PM

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 labeling, 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 ,, professionals working together with researchers, scientists and manufacturers to help better lives worldwide?

• 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

• 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)

Shimadzu Scientific Instruments is seeking a Customer Service Representative - Front Desk Support 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 8:30 AM - 5:00 PM EST. You will handle customer inquiries, process orders and assist with administrative support for our sales and service teams.

• Greet visitors in a professional and friendly manner, directing them to appropriate contacts.
• Provide assistance to customers through inbound phone calls and chats via the auto call distribution (ACD) കമ്മ.
• 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.

• 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“My $55,500â€